Ep.48: A View From the Client’s Seat
Client satisfaction is a huge component of making any business successful. Remodeling has an extra personal factor — your team and your subs are in a client’s home every day. Most of the time, the homeowners are living in and around your job site.
Understanding their experiences, asking questions about what they really need, and figuring out how to solve their problems makes for a better customer experience.
In this episode, Andy and Rachel Blackledge talk to Tim and Steve about living through their kitchen remodel, and what made things better.
Andy and Rachel Blackledge own a home in Scottsdale, AZ, which was built in the 1950s. Their kitchen was outdated, and was in desperate need of remodeling. They called Rosie on the House to bring their plans to fruition.
They talk about how important the weekly meeting was to their project, how expectations were set throughout the job, and the power of listening and acting, including:
- How they prepared
- Working from home during the job
- Why it’s important to tell people when utilities will be cut off
- Introducing subs to the clients
- Helping clients live through construction
- The simple things your team can do that can make clients’ lives easier
- The Sales to Production handoff from their point of view
- And more …
A key takeaway is using your experiences with past clients to better prepare new ones for the inconveniences and challenges of living through a remodeling project.
Keep the Suggestions Coming!
This episode topic was suggested by our listeners — and we want more! Send your ideas about topics or guests to Tim at firstname.lastname@example.org.