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It is always best to have a good relationship with any customers you can deal with – increasing the chance of repeat business and recommendation from their friends and family. This can be very impactful for anyone trying to grow their customer base. Doing your what you can to ensure a good experience for the customer, even the small things, can make a difference. We have some small suggestions to help you provide a better customer experience:
Keeping your interactions with a customer polite, respectful and positive can make a huge difference to getting hired for a job, let alone for any repeat work in future. When there is an issue or possible problem, keeping a positive attitude, explaining the issue and offering possible solutions can make a difference to the customer.
It is important to ensure that both parties, you and the customer, are completely clear about the work that is required and will be completed, at what costs and any details pertaining to the job itself. It is crucial to provide documentation, such as the quotation and invoice for the work – which are also important for future reference as proof of completed work. Where suitable, provide documentation to the customer about the plans – this gives them the option to review the plans, discuss any queries they may have and make any adjustments where suitable. This ensures there is a good understanding of the plans and reinforces the customer’s trust by discussing the plans in detail with them.
Another simple change which can change what a customer thinks is your appearance. By having a professional appearance, for example, a clean shirt branded with your business’ name and other clothing suitable for your role, can give a customer a greater impression of professionalism and extends your branding further. First impressions can make a difference – to get this right could make the difference between a one-off customer and a customer who recommends your services to others and brings you more business.