Readers here know that a sure sign of a construction marketing fail is saying “We have great customer service” in your marketing materials. The challenge: you’ve got to do it, and if you are saying it, describe (or better yet, have your customers describe) exactly how the service is “great”.
But how do you actually achieve the results, without stressing yourself so hard.
John Sonnhalter in Tradesman Insights offers six ideas about customer service, which, if you maintain them, will lead to a much stronger brand and loyalty.
No matter what avenue you choose to foster loyalty, there are some basic guidelines that need to be considered:
- They need to know, like and trust you – Without that, you will have an uphill battle, and it will take time.
- Make them your top priority – Back it up by having someone treat them like a key account that they are.
- Spend time with them belly button to belly button – You can build a relationship via emails.
- Not everything you’ll do results in a sale – Help them out whether it’s tech support or customer visits. Make them look like a hero.
- Under promise and over deliver – Folks remember those that go the actual extra mile.
- Show them you do care – Customers stop doing business with people because they have the perception of indifference. Send them a handwritten note or a copy of an industry article that would be relevant.
Think about these ideas and see how you can implement them in practice. Here are some additional ideas that may help you achieve efficiency.
The customer appreciation event: Sometimes businesses have these at the holiday season, and there are good arguments for this time of year to plan these events. However, you can schedule events at other times and, with resourcefulness, develop them into lead-building programs. The best events I’ve seen really don’t skimp on quality.
Trade shows and conferences: In the strongest model (most appropriate for larger-scale retailers/distributors) you can hold your own event, funded by your supply chain. However, association events and trade show booths/seminars provide great opportunities for one-on-one conversations and more casual “touch base meetings.
Thank you note policy: It doesn’t take much to implement a hand-written thank-you note policy. You can mandate and ask for your staff to report on the notes they send.
Do you have your own thoughts/ideas on how you’ve effectively provided great customer service? Please feel free to comment below, or email me. In return, along with a thanks, you’ll receive some worthy publicity and hyperlink references.