Customer Communication is Critical For Customer Satisfaction

We can do it before, during and after a job. One of the important things about communicating with our customers is that we need to communicate with them in such a way as to get them to like us and want to do business with us.

Many businesses just communicate with their customers when they are trying to sell them something. This will need to be part of the communication with them, but it should not be near all of the communication with your customer.

Before we do a job for our customer, we communicate to them largely through some type of marketing. Many businesses do this, but they usually offer little of value to their customers through it, so their marketing gets lost in the pile of other marketing messages.

I believe that a better way to market is to offer valuable information to your prospective customer, while you are marketing to them. This can be done in the way of free tips or special reports. It can even be done by making your marketing fun and tastefully humorous. After all, we all like a little humor and if we can make our prospect smile, they are more likely to want to do business with us.

Of course, during a job it is important to communicate as much as possible with our customers. For example, we need to let our customers know when we will start a job and about how long it will take to do the job. If we are running late, it is imperative that we call the customer and let them know what is going on. תקשורת לקוחות דיגיטלית

Also, during the job, we need to communicate to the customer about how much of a mess will be made and how soon we will get it cleaned up. If we are going to be off of the job for a little while, we need to communicate to the customer how long we will be off of it and why we will not be there. Good communication during a job can make the difference between an unhappy customer and a very happy one.

Now the last period of communication is ignored by most contractors, but is just as important as the first two periods. This is after we have done the job. There are many ways we can communicate after the sale. One of the first ways we can do this is immediately after the sale.

We can check back with the customer on how they liked the job and see if there is anything that made them unhappy. We can also send them a Thank You card. Other ways to communicate with the customer after the sale is to send them cards, notification of specials, and to send them a newsletter on a regular basis.

The importance of keeping in touch with your customers after the sale is that previous customers and referrals are the easiest to do business with. After all, you have already spent the money advertising to get the customer, it is much cheaper to keep them and to get them to use you the next time, than it is to get a brand new customer.

So the next time you start to think that you are in the contracting business, remember that it is just as important to be good at communicating. It is just as valuable skill as doing the construction or remodeling.

 

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