Whether you’re running a plumbing business or managing a pest control company, you need more than technical expertise to thrive.
Customer service isn’t just a nicety; it’s a necessity. It’s the driving force behind acquiring new customers and ensuring they keep coming back. 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. However, 65% of customers have said they changed to a different brand because of a poor experience.
Every customer is unique, with specific needs and preferences. The ability to meet diverse demands is fundamental to retaining customers and business growth.
Let’s look at how you can exceed your customer’s expectations with great customer service.
1. Handle real-time requests
Customers expect quick and efficient services, especially in emergencies. To meet this challenge head-on, ensure you have the necessary resources and staffing levels to respond promptly to urgent service requests. Automating tasks such as dispatching and scheduling call-outs and call-backs will enable you to streamline processes and improve overall operational efficiency.
Using technology to facilitate real-time communication with customers ensures they are kept informed every step of the way.
2. Exceed customer expectations with value-added services
Customers expect the basics of clear communication, including service timelines, potential disruptions, and changes to the agreed service plan.
Exceeding customer expectations requires your business to go above and beyond by offering value-added services. Consider implementing a follow-up process to ensure customers are not only satisfied but delighted with the service they receive. This can include post-service check-ins and contact information for further inquiries or ongoing support.
3. Answer the phone and be proactive
18% of home services calls go unanswered on weekdays, while 41% go unanswered on weekends. Every missed call presents a missed revenue opportunity and has the potential to create a frustrated prospective customer.
Ensure your team answers promptly, and consider taking a proactive approach by reaching out to customers, especially after service appointments, to gauge their satisfaction and address any potential concerns or future needs.
At a time when hiring and retaining customer service staff is challenging, consider automating routine phone calls, weekend calls, and FAQs with an AI voice assistant.
4. Be accurate with your estimates
Improving the accuracy of estimates is crucial to building customer trust and credibility. It also allows you to manage your resources more effectively.
Start with on-site inspections for a firsthand grasp of each project, use estimating software for data-driven precision, maintain an up-to-date pricing database tailored to your area of service, and include contingency provisions to cover unforeseen surprises.
5. Get to on-site consultations faster
Great CSRs will want to be as helpful as possible, but spending too long on the phone with each customer can have an impact on call handle times. Because they’re spending more time on each call, more prospective customers are being put on hold before abandoning the call and phoning up your competitors instead.
Getting to on-site consultations sooner will enable you to diagnose and resolve issues accurately and efficiently, leading to improved customer satisfaction, reduced costs, and a competitive edge in the market.
Whether you’re in plumbing or pest control, exceptional customer service is a powerful tool for consumer services companies. By understanding and exceeding customer expectations, harnessing technology, and continually training your team, you can transform your business into one that delivers outstanding services and fosters loyalty and growth.