6 Ways to Improve Customer Satisfaction For Your Construction Company: Word of mouth and customer referrals have always been great sources of business for construction companies. But this type of marketing only works if your customers are happy with your services. This is why customer satisfaction is important for any construction company seeking growth.
But how can you ensure that your customers are recommending your business to their friends and family? Keep reading for 6 great ideas you can use to increase customer satisfaction at your construction company
1. Set Up a Strong Support Office
Construction work takes place away from the office at client sites. So you may not place a lot of priority on your office setup. But your head office is the face of your organization and where all your support work gets done.
Your finance team, sales executives, human resources and customer care team are all there. It’s also the place clients call when they want to hire your services or if they have a complaint with your site team. A disorganized back office will lead to customer complaints due to mediocre performance by your site team.
To increase your customer satisfaction levels, set up a great office space for your back office team. Provide all the office equipment they need to work effectively. The more equipped your back-office team is, the easier it will be for them to give your site team the support they need to excel.
2. Hire and Keep the Best Employees You Can Afford
The team you surround yourself with will make or break your company. Hiring cheap labor is expensive in the long run. An unskilled employee can damage your company’s reputation.
Actions like these can cost your business thousands of dollars in lost business or lawsuits. You’ll also spend a lot of time supervising and training unskilled workers. To make matters worse they may resign in search of greener pastures once they learn the trade from you.
To avoid the frustration caused by a weak team, have a recruitment strategy that ensures you hire the best employees for your company. You could ask good employees to recommend people they know will make good workers. Also, your hiring strategy should test for the skills and character required to succeed in the given role.
Many companies go through the hard work of finding great employees and then drop the ball when it comes to retaining them. Hold on to good employees by paying them a competitive salary and a great benefits package. You should recognize their good work and encourage their professional development.
As your business grows, the necessity for expertise grows as well. So, the subsequent logical question is, “Can I afford to hire a new worker or employee?”
Hiring is an artwork. It can’t be rushed. It requires concentration, focus and also unbroken thought. You should take your time for those who actually wish to hire well. All personnel decisions require a great deal of reflection earlier than you make them. Quick hiring choices normally change into incorrect hiring decisions. Poor choice could be very costly. Experts within the field of personnel placement estimate that a improper hire costs an organization three to 6 times an individual’s annual compensation. There may be also the lost time and productivity of the varied individuals in your organization.
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3. Be Clear on Your Pricing
One of the main sources of customer dissatisfaction is a big difference between a contractor’s work estimate and their final cost. But escalated renovation costs are not always the contractor’s fault. For instance, when providing an estimate you may have used the “allowance” pricing model.
In this case, the project cost changes based on the finishing that the client decides on. Even when clients choose expensive materials, they still get shocked if the final cost shoots up. To improve customer satisfaction at your construction company, try using alternative pricing models.
Your company can also use construction software that shows the exact price of each item a client chooses. This will prevent nasty cost surprises when the project comes to an end.
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4. Protect Yourself, Your Employees and Your Customer
Another way to increase customer satisfaction levels at your construction company is to buy contractor insurance to cover yourself, your clients and your employees. Customers will feel safer hiring your company for home renovations when they know that their property is covered in case of accidental damage.
Your employees will also perform better when they have health and accident insurance. This is because they have peace of mind that they’ll get treatment or compensation in case they have an accident at work or get sick.
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5. Train Your Team Well
You can also increase customer satisfaction by providing your employees with training on the best ways to do their work. Construction methods are always changing. Your company should be at the forefront of new building technology.
Proper training can lower your renovation costs and completion time. This will increase your customer satisfaction and set you apart from your competitors. You’ll also have better employee performance, engagement and retention when you have a great training program.
Your employees will think hard before resigning if you are upgrading their skills. Training will also reduce instances of avoidable yet costly mistakes and customer complaints.
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6. Be Present Online
A surprising way to increase your customer satisfaction is to have an active online presence. Customers have a lot of questions and concerns when it comes to construction and renovations. Rather than bothering you with their questions, they may prefer to search online for answers to their questions.
Providing informative construction content on your website and social media pages will impress customers. It will also set you up as an authority in your industry and differentiate you from your competitors. Readers that aren’t ready to buy your services will think of you first when they get a building project in the future.
Having an online customer service portal can also be great for your customer satisfaction levels. Many clients now prefer to contact companies through their website or social media when making a query or complaint. Providing online chat to answer customer queries when they’re unsure will also improve their service experience.
Recommendations and great reviews from previous clients on your website and business pages are essential. They can increase customer satisfaction by assuring them that they made the right decision to hire you.
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Focus On Customer Satisfaction at Your Construction Company
Customer satisfaction should be a priority for construction companies since it’s the best way to ensure repeat business and client referrals. You can increase customer satisfaction at your construction company by hiring the best employees. You should be training them on the latest construction methods.
The main customer satisfaction focuses on the act of constructing strong relationships and growing a stage of trust by basing your construction company on friendly, attentive customer experiences. Customer satisfaction might be seen as both as an objective or as a measurement tool within the growth of construction high quality.
You should also ensure you have a strong back office to support your site construction teams. For more information on how to manage your construction company read the rest of our blog.
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