How To Improve Your Customer Communications
If you plan to stay in business, good customer service is non-negotiable.
Today’s customers, whether they want a new carpet laying, a new kitchen fitting or an old leak fixing expect to receive a high level of customer care, no matter how much you might be invoicing them.
A 2017 study, called the State of Customer Service Experience found that customers put good communication at the heart of a good customer experience.
Many customers felt brands were difficult to communicate with and missed the mark in their updates.
Competition for customers in the trades business is currently harder than ever with homeowners and landlords alike feeling the pinch and being careful about where and with who they spend their money.
The Value Of Good Communication As A Trades Business
Being confident in your customer communications goes further than being the winning quote at the start of the project through.
It can also determine the long-term success or failure of your trades business with research showing:
- More than half of customers will cancel a planned job due to poor customer service and communications
- Mess up your communications and customer service just once and your hard-earned client will most likely go to the next most local tradesperson they can find and give them the work instead
- Customers are fickle. They’ll tell an average of 15 people if your communication and service is poor
- They’ll tell just 11 if it’s good. Bottom line? It’s harder to impress but the fallout from a bad review can be painful in the pocket and on your hard-earned reputation
- Get it wrong just once and more than half of customers will never work with you again – and that spells trouble for your long-term chances of business success if you live and work in a small town or city
It’s human nature to expect that the businesses and professionals we trust with our homes and businesses put us first.
As a business owner though, with lots of jobs on the go not to mention quotes to deliver, materials to order and teams to manage, communication can easily fall by the wayside.
It’s here that choosing the right trades job management software can ease some of your workloads and free up a bit of your time.
Not to mention, keep your hard-won customers on the side, happy and without reason to damage your trades businesses reputation.
How Can Trades Job Software Help Improve Your Customer Communication Processes?
A good job management tool won’t just make it easier to quote on the go or replace piles of paperwork with a single jobbing software app it can also automate some of your customer communications.
And that means more time for you to focus on the job at hand and happier customers.
Automation shouldn’t be an entirely new concept to your trades business.
If you ever send out an email newsletter with news or special offers to clients, you’ve used automation.
If you use Hootsuite or something similar to help keep your Facebook page up to date, you’ve used automation.
This kind of helping hand from technology isn’t just good for marketing – it also rocks when it comes to customer communication too.
Using Job Management Software To Automate Customer Communications
Ok, so we have seen that good customer communication is at the heart of great customer service.
We know that customer service can make or break your reputation and help you either win new jobs or lose jobs to local rivals.
But, how can you use something that helps you record job progress to win customers over with prompt and efficient communications?
Choose the right job management tool and it’s easy:
- You can use it to send messages and emails to the client directly, so they’re always in the loop when it comes to the work they’re having done
- You can use it to send automated SMS messages to your client, letting them know that you’re on the way
- Keep all customer communications in one place so it’s easy to see what’s what, without needing your phone, email, diary, and memory of a Mensa champion
- Communicate with your staff, so they all know what’s going on and where they need to be, as well as have a heads up on any problems, progress reports, and changes of plan
- Use pre-created email and text templates – not only does this save time writing the same thing over and over, but it also looks professional
Lisa Knaggs Hunter has spent 25 years helping small, medium and enterprise clients as a software consultant, Lisa now assists clients with software strategies, online training and one to one consultancy to improve efficiency and profitability.
Today Lisa manages the Software Buddy Team sharing her knowledge helping business just like yours overcome the trials and tribulations of managing projects and clients. Lisa also is a partner in her husband’s small trades business Service Buddy, so she work with trades, staff and job queries every day.
You can connect with Lisa on LinkedIn at https://www.linkedin.com/in/lisaknaggshunter/