Are you looking to take your marketing to the next level? Are you looking to reboot your customer service? If you are strategizing ways to generate more roofing jobs, there is one question you need to be asking:
What does your customer want?
As a roofer, addressing this question will save you time and money. After all, even the best training and equipment can't beat giving your homeowners what they want. Here is how to find the answer to this question so you can re-invest your resources into the right places.
Understanding what homeowners want is essential for business success. The simplest way to find out is to ask. You may already send and evaluate customer surveys to improve your roofing, siding, or gutter services. If that’s the case, use the information you’ve collected to build the foundation for an improved customer service effort.
However, if satisfaction surveys haven’t been part of your business, this is the perfect opportunity to put them to work for you.
Use the findings to identify strengths and weaknesses. For example, if homeowners consistently complain about property damage, then that’s one area you should improve by implementing a debris management process and/or using an Equipter RB4000 to protect properties.
You can’t address problems you don’t know about. Online reviews can be a goldmine of unbiased information about what your roofing company does well—and what needs improvement. Take a good look at reviews for your contracting business on sites like Angi, Yelp, or Facebook, and consider those findings as you develop a new-and-improved customer service strategy that will get more roofing jobs for your company.
If you come across a minor, one-off problem in a homeowner’s review, it might not be an issue you need to address within a company-wide customer service policy. However, if the same issue occurs on two, three, or more occasions, it’s probably time to assess how you can prevent it from happening to future customers.
From roofing crews to sales staff to office help, anyone who comes in contact with your customers can provide insight into how to make the customer experience better. Ask questions about what kind of feedback or complaints employees hear and what ideas they might have for improving customer service for your roofing company. Collect their ideas in a way that makes sense to you, whether you host a morning donuts-and-coffee session or send out a brief employee survey.
Roofing replacement companies live on referrals. Discover what your customers want so you can build a fantastic experience that makes it easy for homeowners to recommend you to family, friends, and neighbors.
Original article source: Equipter