How to Improve Customer Service for Your Contracting Business

As with many small businesses, securing customers and keeping them content with the process can feel like full-time work all by themselves. Maintaining a high level of customer service is key to establishing and maintaining an excellent reputation for your work. Sometimes, it can be difficult to identify the best things you can do to help each client. Follow these tips to see how your contracting business can set goals for great customer service and achieve them.

Centralize and Publish Information
When you think about the data you have available for your business, take time to make a plan for what you want on the outside and the inside. The outside provides information about your business, products and services to potential customers. You may not want to publish your prices, but you should ensure that all visible content is current and accurate. This will help customers to do some of the research on their own. The inside provides information about projects and processes for you and your employees. Centralize this data so that everyone who needs it can get to it remotely.

Cut Down on Response Times
No one wants to beg a contractor to return their calls. When potential customers never hear back from you, they will likely go to someone else. If you’re having trouble finding time to answer your phone or respond to emails promptly, consider the following:

• Hire an answering service that you can consult a few times a day
• Assign callbacks to a specific employee
• Get simple communication tools you can use remotely

This will decrease the backlog of communication you need to do at the end of the day and keep the workflow moving.

Make Information Easy to Understand
You may be an expert in your industry, but your client probably isn’t. If they don’t understand what you plan to do, they may not be able to make a wise decision to go forward. This leads to more time you have to spend explaining complicated terms or processes. Instead, cut down on the use of jargon and improve the readability of all communications you send, especially estimates. Aim to answer questions early in the project, to avoid having to make late changes due to misunderstanding.

Simplify Processes
Every task that requires a human to complete it runs the risk of delays. The more that you can automate reasonably, the better. For example, if you have an employee who has to call you or someone else at your business to ask questions or run a payment, it slows everyone down. Instead:

• Provide electronic payment options that are secure and easy to use
• Be ready to generate an estimate while you’re still at the site
• Take advantage of tools to automate your emails and invoices

This gets all the necessary reports to the customer more quickly and accurately.

Track Progress and Revise Projections
Project overrun is the bane of the construction clients, but you can work to avoid it. Keep close track of your progress and share it with your customers. Revise your projections if needed and communicate regularly with clients so they know what to expect. As you get more experience, incorporate your knowledge into the estimates you give customers at the beginning. It will increase your project accuracy.

Empower Employees to Make Timely Decisions
When it’s your business that’s on the line, it can be difficult to hand over some of the reins to someone less invested. If you hire employees you can trust, make it easy for them to answer questions and complete some of the administrative processes without your immediate input. This will save you time on work you don’t necessarily need to do personally and decrease interruption of your own tasks.

When clients hire a contracting business, they look for people who are responsive to their questions and a process that is easy to follow. If you set up your business this way, you will be able to achieve greater customer satisfaction. To learn more about starting your career as a contractor, contact us at CSLS today!