Why catering to customers helps contractors grow their business
Customer experience is about more than customer satisfaction. Understanding and catering to better customer experience are important because relationships with your prospective and current clients are what keep the jobs coming in. Happy clients are walking billboards for your business. Did you know that up to 92 percent of people value word of mouth recommendations over any other form of advertising?
With so many options these days to google a nearby competitor, customers make snap decisions based on simple things like a friendly interaction, knowledgeable staff, and how easy it is to communicate transparently with your business. All of those things are easy to manage and improve with a customer relationship management (CRM) software like Followup CRM. When there are so many potential options for contractors, you need to stand out and you do that best by improving the customer experience.
Your business might be doing well without a centralized tool, but a CRM allows you to :
- Never worry again about prospective clients falling through the cracks
- Easily track down information for a successful first impression
- Prevent mistakes by staying on top of client and project details, or solve them easily if they arise
- Offer greater transparency in customer interactions
When a client shows interest in your bid or comes to you for a potential job, this is the moment of least loyalty. They have nothing to lose in walking away from your services, and no reason to give you the benefit of the doubt. If you don’t have a system in place to capture that potential client when they call or walk through the door, then that's one customer and at least one potential project lost.
How specialty contractors make the best first impression
The first and most meaningful interaction between a business and a customer is the first impression. Organization can help with that. When you have a centralized point for client data, stored projects, history on successful bids, and more, then you or anyone on your team is prepared for questions that come up during a first impression. Scrambling for data instead of having it easily accessible shows poor planning and that reflection stays with the customer.
Track down your information, outcomes, outputs, accomplishments, and be ready to pull up a similar project to show what your business is capable of doing and how you are the best choice.
Not only do you have easy access to a lot of valuable information on clients and for clients by using a CRM, but you and your team can leverage it to win bid after bid. A CRM helps you open lines of communication and show transparency while working with the client, never leaving them in the dark, and avoiding mistakes instead of resolving them. This is a key part of the customer experience: don't fix mistakes, prevent them.