The 4 C’s of an Amazing Customer Experience
The days of laying down canvas tarps in the hallway, giving the workspace a light sweep, and leaving a note for your client are over.
The truth is; living in a home through a remodeling project is a highly stressful experience for the homeowner. (Yes, you are living there.)
But don’t fret. With the proper mindset and resources at hand, there are multiple ways to navigate through the bumpy path of a construction project and dazzle the customer the entire way. Follow the Four C’s and you’re sure to get there.
Cleanliness on a remodeling job site is no longer a bonus, a marketable value, or a part of your value proposition. It is expected and has become the default setting of quality customer service for an above average Remodeling company.
This doesn’t mean that you can’t continue to rise above the competition with proper preparation. I recommend investing in the right tools that will set your business apart.
Dust, for example, is a tough advisory and one that is often contained, and not controlled. So spend the money on duct control systems (like BuildClean and ZipWall) to evacuate and eliminate the dust that will travel into non-work areas. The investment will pay for itself in customer satisfaction ten times over.
Be sure to seal all vents during the workday, and permanently in the areas that are out of use.
Remember, cleanliness on a job site is a daily exercise, and all your carpenters should be as skilled with a broom and vacuum as they are with a hammer.
This seems easy right? We are always in communication as it pertains to the details of the project. You know the tile they chose. You’ve worked with them to select paint. And you’ve spent hours talking about light fixtures.
But are you asking them the questions that matter for the experience? Look, I know the project details will always be the focus of your discussions, but make sure the details of ease and convenience are not going by the wayside.
And don’t let customers emotionally fend for themselves during a remodel. For example, did you ever consider that maybe it should be up to you to make sure they have adequate shelving for pots, pans, and any other items that will be displaced during the project?
Yes, this goes without saying, but I can’t tell you how many times I would have to remind crew members of my company’s policy on foul language on the job site.
It is imperative that you communicate and reiterate with your staff and any subs that will enter the site that you are in someone’s home. Even in the times where the house is empty, bad language is unacceptable.
Although you are getting paid for the work you are doing, you can never lose sight of the fact that it is a privilege to make your living in a persons’ home.
Allow the customer a daily forum to let you know how they are feeling. This will help you head off customer contention “at-the-pass” during a lengthy remodeling process. And you can do it with a daily email, an online platform, or your building/estimating software.
Have you noticed that dust has started to collect in the hallway closet that you forgot to seal off? Well, they have, and it is a must that you are aware of these issues. Always strive to contain the small issues while they are small.
What remodelers do is amazing. Remodeling a home is achieved by loud noises and a million moving parts. It is messy, it is imperfect, and it is inconvenient in many ways.
When I started out in Remodeling, I was told by my lead carpenter, “when you start well, you end well.” Let this simple, yet profound statement be the guideline for a fantastic Customer Experience. Never get behind, and never let an impending deadline — or repairing a mistake — get in the way of the overall experience.
What Do You Think?
Are there any elements to the 4 C’s of customer service that I missed? Anything you do in addition? Please share in the comments below!