3 Tips to Improve Your Customer Relations and Customer Satisfaction
Happy plumbing customers bring in long term business for your company. They are also are more likely to further benefit your business through the use of word of mouth. This is the cheapest and a highly respected form of marketing as it is a genuine form of marketing and feels less intrusive.
Improving your customer relations along with their satisfaction level with your business is likely to lead to these new customers while also helping to keep existing clients and builds a stronger bond for years to come and here’s how to do it.
Our 3 Tips to Improve Your Customer Relations and Customer Satisfaction
1. Ask for Feedback and Measure it
Setting up a feedback chain and taking the time to chase up on the negative job experiences is just as important as the positive experiences from your jobs. By following up and understanding what went wrong and how these may have events affected your customer you are personalising their experience with your business. Furthermore, you are getting to know what their likes and dislikes of your business are.
The next step is to measure this. It could mean categorising your complaints or even following up on a certain plumber that has been achieving positive reviews and finding out what they do different to go the extra mile for our customer. Follow up on these points and create a time-specific goal to have a decrease for complaints in this area.
2. Encourage Loyalty
Christmas is always a great time to give a little, and from our experience a little goes a long way. Having personalised gifts to large clients as well as your smaller domestic clients will show a balance in your businesses loyalty to customers. You can also ensure to your existing customers that you will be there for them as we enter Autumn and Winter. Plumbing becomes busier seasonally and we want to make sure we will still have the same level care on every job. Each job big or small could lead to long term business and it is much easier to retain customers than it is to find new ones.
3. Communicae, Communicate, Communicate
Communication is just as much talking as it is listening to your customer. The easiest way to lose track of what is needed on a job is to be a poor listener. This is a skill that has to be practiced and will be perfected over time. Also at times slowing things down and explaining the situation in the way you would want it to be explained to you can make all the difference. Having a lot of knowledge in the plumbing industry isn’t helpful to anyone if you can’t communicate it to your customers and your co-workers effectively.
