Your business is big on quality. You’ve hired skilled, seasoned, and well-trained professionals for the job. You’ve also appointed a reliable company to take care of construction marketing.
If business still isn’t picking up and you aren’t getting any repeat transactions despite the solid projects which your crew completed, you could be overlooking the small things which matter most to your clients.
GAF’s Center for the Advancement of Roofing Excellence noted that in the construction industry, only 50 percent of the best and experienced roofing contractors get re-hired. Here’s why:
1. You hired your best people based on skills only. Indeed, the right skill sets help you meet production targets and quality benchmarks. However, your staff’s attitude could be driving away your prospects and clients.
Seventy out of 100 individuals say they would readily look for another contractor with better customer service skills and attitude.
2. Your crew forgot to clean up. In an economy where women make close to 90 percent of home improvement and household decisions, aftercare matters.
Most construction clients expect the site cleaned up not just at the end of the project but rather at the end of each day – visit after visit.
3. You failed to impress with your response time. Long handling times are yet another point against expensive and traditional marketing methods. Current trends suggest that clients are fickle and impatient targets.
Does your business take two days to respond to e-mails? Do you follow a “weekends off” policy to the dot? You could be losing your leads to your mediocre competitor.
A Harvard Business Review mock survey on 2,200 companies showed that the modern-day customer expects a response within an hour or within 24 hours (tops).
So, whether your company is into roofing, remodeling, or window replacements, be ready to please the customer. Basic courtesy, cleanliness, and speed can either make or break your construction marketing efforts.
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