Happy plumbing customers bring in long term business for your company. They are also are more likely to further benefit your business through word of mouth. This is the cheapest and most respected form of marketing as it is a genuine form of marketing.
Improving your customer relations and their satisfaction level with your business is likely to lead to these new customers while also assisting to retain existing clients and building 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 time to follow up on the negative experiences is just as important as the positive experiences by your customers. By following up and knowing what went wrong and how the events affected your customer you are personalising their experience with your business. On top of this you are getting to know what they like and dislike.
The next step is to measure it. This could mean categorising your complaints or following up on a particular plumber that has been having positive reviews and finding out what it is that they do different to go the extra mile. Follow up on these points and create a time-specific goal to have less complaints in this focus area.
2. Encourage Loyalty
Christmas is always a great time to give a little, and a little goes a long way. Having personalised gifts to large clients as well as the smaller domestic clients will show a balance in your businesses loyalty to customers. Further you can ensure existing customers that you will be there for them as we enter Autumn and Winter. Plumbing becomes busier seasonally and we want to ensure we will still have the same level care on each job. Every job big or small could lead to long term business and it is much easier to retain than it is to find new customers.
3. Communicate, Communicate, Communicate
Communication is just as much talking as it is listening to your customer. The biggest way to lose track of what is needed on a job is to not be a good listener. This is a skill that has to be practiced and will be perfected over time. Sometimes also slowing things down and explaining the situation in the way you would want it to be explained to you can make all the difference. Being knowledgeable in the plumbing industry isn’t helpful if you can’t communicate it to your customers and your co-workers effectively.