Creating a solid clientele is something we all strive for in any type of business. In the Home Improvement Industry, having customers return to you is not exactly something we want (having fixed a problem they had) instead we wish to get referred by our happy customers to their friends and families. There is a consistent flow of projects everywhere we go. A leaky roof needs to be fixed, a family needs their kitchen remodeled, or a small building needs help with maintaining their HVAC unit.
If you have a company as a Contractor, Roofer, Kitchen Remodeler, etc. there are several things you need to have in place to secure growth and customer happiness in Home Improvement Industry.
5 Steps to help you get started.
1. Prioritize customer service
Growing your team means hiring skilled people but it is also important they have quality customer service. Meaning, they can engage with your customers and build rapport.
Your customers will always remember the work you’ve done most especially how they were treated. If a customer remembers how poorly they were treated at a restaurant, they will not only condemn the place but will also share how bad the services was to their friends and family. This is the same case with Contracting, your work plus your customer service will be remembered. If they like how they were treated, they will refer your company to other people.
2. What’s your specialty?
As a Contractor, you have to find your niche or your specialty. Even if you’re a General Contractor which can offer several services, having a specialty makes customers gravitate towards your company. Think of this way, a customer has a broken window and searched online for “Window Repair Nearby”, a ton of Contractors will appear but yours pops up as specializing in Window Installation and repairs. That customer would lean towards contacting you as a Contractor specializing in that kind of service. Positioning yourself as an expert also makes you credible for larger projects.
3. Invest in Marketing
We know it sounds unusual BUT you need to invest in marketing your services. You can bank on your specialty to promote on your website or your social media accounts. Getting clients through word of mouth is a great way to get customers but that only happens when you provide exceptional customer service and let’s face it you can’t rely on others to promote your company. Do some research, hire someone, or outsource marketing service to help do even just some simple branding to get your company’s name out there so people would know who to call (and it’s not the Ghostbusters).
4. Insurance can save your company
When your company is working with heavy machinery and power tools, insurance is a must. You have to be prepared for possible injuries, damages, and/or lawsuits. Finding the right insurance company for you is easier now than before. Payment Pilot can help you look for policies that can cover what you need at the price point that fits your finances.
5. Be involved
As the Contractor being involved means being available for new projects and supervising active ones. Your customers may not understand everything that’s going on so you have to be there to explain and make them understand the timeline, expenses, manpower, materials, etc. You have to be available to visit a new location to do a survey and provide an estimate. Additionally, someone from your staff or even you as the owner has to be available to supervise projects to ensure quality of work. Remember to always prioritize customer service because your company will benefit from happy customers.
