You and your business : Top Tips for Excellent Customer Service
Don’t ghost customers
Calls from customers – both current and potential new ones – can come at any time of day. Many of these can come when you are on the job or are at the wheel of the van and as such a large number go to voicemail. It’s easy to let responding to these voicemails slip but for the customer there is nothing more frustrating than having to chase you constantly before they finally get through to you. By responding to voicemails within 48hrs you’ll go a long way towards leaving a good impression.
Manage expectations – and meet them
Customer expectations when it comes to having new windows fitted are usually fairly basic. They want to know how much it will cost; how long the job will take; when you can fit it in and if they’ll need to be in when you do the work. Be realistic in how you answer these questions and make sure you stick to what you say. And if for any reason the job isn’t going to go to plan, be sure to communicate this honestly with the customer.
Keep it clean
The last thing a customer wants after having smart new windows fitted is to have to embark on a major cleaning mission – especially after a day at work. Put down mats and make sure you leave the property clean.
A courtesy call will be appreciated
A week or so after the job is finished be sure to give your customers a courtesy call to make sure they are happy with both the product and the job done. If they aren’t try to find a way to change this – and if this requires another visit be sure to do it promptly.