BOTTOM LINE
Perspective shift: How your customers see you Courtesy of Tower Plumbing & Water Conditioning
Making the customer experience as good as your workmanship
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or trades businesses, craftsmanship only takes you so far. Real growth also requires top-notch customer service. This article examines all sides of the customercontractor relationship—from property management companies to homeowners and subcontractors—to define best practices that can help ensure customers get what they want out of their experiences with you. Communication is key Shortly after establishing Hometown Property Management Services in southeastern PA in 2009, owner Sam Gorgone found himself in an interesting position. “Early on, my #1 challenge wasn’t growing my business, acquiring clients or finding the right employees,” Gorgone recounts. “It was finding the right subcontractors to help service the properties we managed.” Gorgone relies on a network of trusted subcontractors for maintenance and repair. In addition to professionalism and punctuality, he lists clear and frequent communication as a top priority for anyone he engages with. Being a reliable communicator means returning calls and emails in a timely manner, giving real-time updates on your arrival time (even if you’re arriving on time), asking clarifying questions while work is underway, and following up with customers to make sure they’re satisfied. Scale with your customers—up or down “Any contractor will take on a kitchen renovation,” says Gorgone, “but not everyone is willing to fix a door.” Smaller maintenance and repair jobs may seem like more trouble than they’re worth, but they can help solidify long-term relationships with customers that supply you with a steady flow of guaranteed work. With property maintenance, for example, there is never a shortage of items in homes, apartment units and businesses to be replaced, repaired or maintained. And much of that work is subbed out to contractors. Walk the talk Delivering on the scope, deadlines and daily work hours you’ve promised is a must. When trying to win a job bid, it’s easy to slip into aggressive time lines or over-promised work scopes. But it doesn’t take much for those to set your customer up with unrealistic expectations and unmet promises.
When Plainview, NY homeowner Tracy Slavsky remodeled the kitchen of her 65-year-old home, she sought a GC who was as honest, transparent and open-minded as they were capable of high-caliber craftsmanship. “The estimated time frame was also important for us,” recalls Slavsky. “He promised to work straight for 3–4 weeks in order for us to have a working kitchen. And he did it—no skipped days.” For Slavsky, the ability to stay on schedule and deliver on initial promises earned her GC a great customer service review and word-of-mouth recommendations. Adopt a “here to help” approach Infusing all your customer interactions with optimism and positivity can have a huge impact on your brand and business—and it costs you nothing. As a plumber, Mark Cassel, owner-operator of Tower Plumbing & Water Conditioning in Lancaster, PA, recognizes that his repair work can be among the most daunting issues a homeowner can face. So, he sees his role as more than simply providing plumbing services: He’s helping people get back to normal life. That simple shift in positive outlook has turned the vast majority of Cassel’s customer base into repeat business and earned him many referrals. A focus on customer service is a focus on success Your work ethic is ingrained in you. Your craftsmanship was learned in school or in your early days on the job. But your customer service is something that needs constant attention with the ever-changing expectations on each job with each customer. By listening to your customers and minding a few core best practices in service, you’ll be equipped to take on whatever comes your way.
ASHLEY LUKE is a Senior Product Manager, Duct Tapes, for Shurtape Technologies, an industry-leading manufacturer and marketer of adhesive tape. She holds two Bachelor of Science degrees from The Ohio State University: Business Administration & Marketing and Human Ecology. For the past six years, Luke has worked at Shurtape Technologies, focusing on identifying consumer trends and needs, and opportunities within the industry to fulfill them. Shurtape.com
Jul/Aug 2022 | inPAINT
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