customer

The Customer May Not Always Be Right, But They Are Always First

There is an old adage in the business world that says “the customer is always right.” Common sense and plain old experience will tell us this is just not true. However, if a contractor wants to continue in business and see positive results from their marketing efforts they should always keep the customer first.
What exactly does this mean? Peruse through the local paper, the billboards, the television ads and the internet websites and what do you see over and over again? You see honest, hard working and knowledgeable contractors spending all their time and money talking about themselves. “Here is my product and my great prices, buy from me” is a common theme. Another theme is to see a picture of the contractor is his nice uniform standing next to his shiny work truck with some catchy slogan. What does that have to do with the customer?
Most customers are in the same frame of mind as a business owner talking to a vendor. They want to know what is in it for them. When the contractor spends the time to Building Contractor Salary discuss a real problem that the customer may be experiencing and the solution to their problem, that is when the customer takes notice and contacts the contractor.
Whether it is a brochure, a newspaper ad or a website the contractor should focus on a problem and their unique way of fixing it. Notice that there is no mention of the lowest price or the quickest turn Construction Services India around. When people have a leaking roof, an air conditioner that does not work or cracked tile their first question is “Can you fix it?” Pricing is secondary when you are the one that has the answer.…

Good Customer Service: Why It Always Matters

The decade that started about 1995 was pretty good for most general contractors, sub-contractors, and vendors – what’s not to like about a business climate where there seems to be a never ending supply of customers and they all Contractor/Construction Manager Salary have money to spend? Home building experienced growth it hadn’t seen in many years, commercial buildings were springing up everywhere, and manufacturers were working overtime to keep up with the demand for their products.
Unfortunately, a by-product of those good times was that many people and companies in the construction industry forgot one of the basic tenets of running a successful business – the practice of providing good customer service.
Where Did All of the Customers Go?
Many young employees working in the construction industry during that decade of incredible growth had never experienced a downturn in the economy and the slowdown in the industry that often results – from their perspective, if they didn’t treat a customer right or a customer was unhappy with their work, there would always be another to take their place. Who cares about referrals when there’s a line of prospective customers knocking on your door? Why worry about whether customers are happy with their home or building when you have enough new work on the books to take your company into the next fiscal year?
Everyone who took this approach got an eye opening dose of reality when Construction Company Association activity fell off the cliff in 2006 and 2007. Anyone who has enjoyed a long career in the industry knows it will always have peaks and valleys, and while the downturns in the early 80s and 90s weren’t as severe as our current situation, general contractors, sub-contractors, and vendors were still searching for customers and many were struggling to stay in business.
Just about any construction company can thrive during the good times, but the good customer relations they cultivate during those periods can help them survive the downturns. Many of those companies who alienated customers during that decade when many earned record profits are now wishing they had a few referrals to help them survive. It’s a good point to keep in mind for when the next peak arrives.…

Home Improvement Contractors – Get More Referrals With These Customer Care Tips

Complaints against home improvement contractors and Contractors Definition contractors regularly rank in the top five complaint categories of annual consumer affairs surveys, reports the Consumer Federation of America National Association of Consumer Agency Administrators. The most complaints received from customers involve poor construction contractor work quality, and inaccurate completion estimates. Ensuring a positive home improvement experience for your customer leads to future referrals.
To present your company as honest and well run, you’ll want to ensure you’re providing your potential customers the following information when you have your first formal meeting.
• Copies of your state license and registration
• Correct and current contact information for at least three references in your customers area
• Proof of contractor’s insurance
• Copies of any professional certifications you earned
Explain the significance of each item so your customers feel engaged in the construction process and don’t feel like you’re unnecessarily increasing costs. For example, if presenting a copy of your professional certification from the National Association of the Remodeling Industry (NARI), explain to the customer that NARI only awards s certificate to established, professional contractors with a clean background checks who’ve passed a written comprehension examination.
Providing yours customer with the above items upfront says:
• You and your company are organized and proactive in attitude.
• You and your business are transparent and in compliance with the necessary regulations.
Pricing Transparency
Low-ball price estimates might attract initial interest, but they won’t boost your client referral rate in the long-term. Customers are less likely to feel cheated if they understand the pricing details before you begin the project. Review the price estimate with your customers and explain why a specific brand or material type is necessary for the project. Always provide a print-out of your comprehensive estimate along with a basic contract that includes the following information.
• A fully itemized list of estimated required materials including the brand and quantity.
• Estimated hours
• Total anticipated cost
• Also include possible scenarios that may increase costs such as discovering mold or unexpected rotten boards.
During Construction
• Check in with your customers frequently throughout the project. Inform them immediately Construction Management Fees Percentage 2019 of any unexpected obstacles and explain how this will affect the project price or timeline.
• Contain your construction-related mess whenever possible. A simple tarp or clear panel over the doorway keeps your customers from inhaling dust and residue. Always ask the customers’ permission before moving furniture or altering the home beyond the scope of the project.
After Construction
• A construction contractor with integrity will call customers within a few weeks of completing the project to answer any questions or concerns they have and address them as necessary.
• Provide extra business cards to make referring your services easy.
Distinguishing yourself professionally as one of the best home improvement contractors through superior customer service will ensure future business opportunities.…

Using Customer Relationship Management Software in the Construction Industry

Customer Relationship Management (CRM) software is something you may or may not be familiar with. Sure, you probably have heard of some of the big names, like Salesforce, but you have never used it. Maybe you looked into using a CRM once but found it was too expensive, or maybe you just didn’t see the value in it. While those arguments may have held up a few years ago, these days a CRM is one of the best tools you can use, at the best value, when trying to increase your business.
What Exactly Does a CRM Do?
A CRM is online software used to track information about your clients and customers. Some information is obvious, such as contact information, but you can also track communication history, open projects, product purchases, and more.
The great thing about most CRM software is that it is customizable to fit your needs and company. Do you give clients quotes? Track the progress. Sell building materials? See not only who buys what product, but how frequently. You can see how this can be a powerful tool in monitoring and tracking your sales pipeline.
New CRMs are Inexpensive
The big name CRMs are not the only ones out there. You can buy one of the big brands, and they do offer some great software. However, some of these programs are still too expensive, or simply too complex, to meet the needs of a smaller business. Luckily these days there are many smaller, yet still effective, CRM providers out there. Companies such as Zoho and Trackvia, to name a few, can provide free or low cost options. New CRM software is typically web-based, can be accessed anywhere you have an internet connection, and are still customizable to fit your business.
This is what we call a win-win.
The Value Konsultan Lanskap of a CRM
The biggest value of the CRM is the CRM itself. Each time you enter in new data you are building a treasure trove of information about your client base. Electrical Technology Degree You can use analytic tools to see trends, identify problems, and better yet, give you insight into what is going to grow your company in the future.
For example: You may find in communication history that your clients are consistently bringing up a new product that you don’t have. Acting on this trend you decide to offer the product. Not only are you able to sell to customers the next time they ask for it, but you can sort through your CRM to find every customer who asked about it in the past. That’s a ready market for you to sell to. Talk about value!…