Improving Customer Service within the Building Industry
Cornwall Building Contractors Seek to improve Service
Have you ever noticed that customer service and the building industry seem worlds apart? In fact, to some people, the two fields are like water and oil and don’t mix. And this is why many builders and construction experts seem to lag behind other industries when it comes to customer service. You can’t really blame them because for many centuries, the building industry has been treated differently. Maybe it’s because of the nature of work or adversarial environment that sees minimal interaction between the contractor and customer.
Truth is the building industry is no exception when it comes to offering their customer good service. Actually, it’s no longer just about customer service but rather “Exceptional Customer Service.” The customer needs to feel valued, appreciated and in control (even though he/she won’t be really involved). And in so doing, not only do you end up providing quality service with high standards, but will also offer the customer maximum satisfaction plus peace-of-mind. So, how can you improve on the customer service?
1. Understand Customer is King
“Customer is King” needs to also apply to the building industry. Yes, your customer maybe clueless on the industry and will take whatever you throw at him or her. Yes you may want to play a leaders role but shouldn’t turn down any customer suggestion that doesn’t appeal to you. A customer should be given the privilege of expressing him/herself. It’s also crucial to not make a decision before involving a customer. This minimises any oversights or future disagreements that may lead to time wastage and cost increase.
2. Avoid False Promises
Like any other builder, you would like the customer to perceive you as the best. I mean, isn’t life about winning? However, you don’t need to promise you customer a skyscraper within a week yet the biggest project you’ve handled is a small studio. Also, you shouldn’t take on a project yet your hands are full. It’s better to lose a project because of being honest and realistic rather than causing friction or risk being sued because of under-delivery or oversight.
3. Don’t Mince on Quality
The building industry has become very competitive with many players involved. The modern customers are more knowledgeable, demanding and fussy. The margins have been declining as consumers look for the best but are willing to offer the lowest price. Nevertheless, this doesn’t mean you have to lower your standards. You shouldn’t use substandard materials, employ incompetent people, or rush through a project disregarding quality and professionalism. You need to always focus on delivering the best customer service even in the hard times.
4. Keep Your Word
When you read customer reviews and feedback, many complain about builders and construction specialists not keeping their word. They will promise heaven but will deliver something totally different. As a builder, you should always aim at keeping your word even when the result may not favor you. For instance, if a project will take two weeks because you are overwhelmed by other projects, say so. Don’t say one week just because you fear losing the job to another firm.
5. Deliver Prompt Service
As a builder you need to replace “On Time” with “In Time.” You should aim at delivering good service earlier than you had agreed rather than asking the client for an extension. This can be achieved by proper planning, using the right tools and working with the best brains in the industry. It also pays to understand your capacity and not taking too many projects at the same time. It’s better to let go of a project that been accused of shoddy work due to rushing through.
6. Offer Exceptional Customer Service
It’s no longer about customer service but “Exceptional Customer Service.’ Yes the services you deliver makes your customers smile, but can you make him/her laugh more? Being exceptional is about first understanding your customer needs and wishes, however, weird they may be. It’s also about trying something new just to make your client contend. To achieve this, many firms offer customer services that are tailored to meet unique desires.
Conclusion
The days when customer service in the construction industry took the backseat are long gone. Nowadays, it plays a leading role in the sector and will possibly determine your survival in the industry. Choose the wrong firm and you will be cursing why you ever engaged the builder in the first place. Fortunately, all you need to enjoy exceptional customer service is finding an experienced, reputable and competent firm. As Builders in Cornwall, we pride on being a leader in the UK building industry. We provide a variety of services including renovation, partial refurbishment, complete makeovers, new building, paving services, painting and much more. And as a member of the Federation of Master Builder (FMB) UK, you can rest easy knowing you are dealing with a vetted, certified, reliable and competent firm.
