Make Yourself Easy - Because Hiring You Shouldn't Be Hard!
21 July, 2020
21 July, 2020
You have to talk to Joe, and he’s only here the third Friday of the month between ten and one.”
“We’ll be there sometime between nine and three and if you miss our warning call, we’ll cancel the visit.”
Who wants to deal with that? Even doctors are starting to realize that their patients really dowant to be seen at the time of their appointment. Same with a contractor, people want you to show up on time, do what you say, and not make them work too hard to get a response. No one’s got time to stay home all day and wait for the plumber, especially if the toilet’s backed up. So what are some contractors doing to make it easier for their customers to pull that proverbial trigger, or better yet, write that proverbial check? The business owners we talked to agree that a combination of good ol’ communication, friendliness, timeliness, and modern technology all work together to make the customer experience seamless and easy.
Eric Beaugh: Celeritous Services, Opelousas, Louisiana
In an industry surrounded by stories of horrible things contractors have done, we make sure to take every step to help the customer feel safe in their business transaction with us.
Michael Craine: Craine Painting LLC, Lake Geneva, Wisconsin
I do about 90% cabinet refinishing nowadays, so much of my business is designed to help customers understand the process.
Chad Turpen: Turpen's Painting Company, Evansville, Indiana
Customer service has been the pinnacle of our success. From the initial call for a quote to the end of the project, making sure the customer is 100% satisfied is our #1 priority.
Christian Militello: Militello Painting & Powerwashing, Ambler, Pennsylvania
"Making It easy With Militello"
Jeff Dupont: Sound Painting Solutions, Seattle, Washington
We find out up front if this is going to be a good fit. One thing we do on the website is ask how they found us and what they are looking for – high quality, low price –so we do an intake on our website. We call them back, schedule a bid, and come visit.
We win a lot of jobs because our systems are streamlined. They have enough of a problem cleaning up the house and moving things.
Matt Jansen: Matt the Painter, Billings, Montana
Stand out with communication; it’s an easy way to differentiate yourself.
Aaron Moore: Precision Painting, Bellwood Illinois
One big way we make it easier for our customers is by utilizing a project management tool that allows our field employees to provide daily updates via video, photo, etc. We can bring in our clients to view the updates or share them. This keeps everyone on the same page in real time.
Sean Kennedy: Kennedy Painting, St. Louis, Missouri
We do color consultation; it takes away the excuse of, “I don’t have a color."
Bill Silverman: Springboard Business Coaching
Bill learned a lot about customer service as the head of market research for Marriott Courtyard. Much of his advice to make it easy for customers starts with making your business a great place to work.
By Jerry Rabushka
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