Your customers are the foundation of your home improvement company, which is why it’s critical to pay attention to how they connect with your brand. Don’t only engage with them when you want their business; find ways to show them you care regularly.
It’s one thing to close a deal and get a new client, it’s a whole other ball game when it comes to retaining them, especially in the home improvement business where many things can go wrong.
Homeowners want to find someone they can trust for their future projects and to refer them to their friends and family. They don’t want to go through the vetting process all over again. So, it’s important to 1. Make a good first impression and 2. Nurture the relationship after the job is done.
Here are 5 ways home improvement contractors can stay connected with their clients post-project:
- Respond To Their Concerns
Any time a client has a concern about anything, you should immediately take action or respond with clear communication and a plan of action. Whether it’s a bad review or an upset phone call, showing them that you care is the number one priority.
For example, if someone leaves you an unfriendly review about their experience, you should acknowledge their complaint, apologize for the inconvenience, and give them a solution (if possible).
Don’t just say you’ll look into it. Take action and let them know what you have learned and changed to ensure it doesn’t happen again and overcome negative reviews.
- Follow-Up
Following up is something that is absolutely essential to retaining clients. You should follow up with the homeowner at every stage of the building process, especially afterward. This is a great way to not only stay in contact with the homeowner but also get referrals and feedback on your work.
When following up, ask the homeowner about their experience and use this as an opportunity to uncover any poor customer experience. By doing this, you can hopefully get to the root of the problem before they feel inclined to leave a negative review.
Everyone wants to feel acknowledged. Following up with your homeowner is communicating that they do matter.
- Be Active On Social Media
Social media has quickly become a part of the homeowner’s vetting process. More and more people are using social media to learn more about companies before deciding whether or not to do business with them.
This is also where addressing and responding to reviews becomes important, to ensure you have a good reputation. Homeowners are relying on experiences from others to make their decision. If they see a positive response, they will feel more comfortable with their decision to choose you as their contractor. If they see negative reviews or concerns going unanswered, you can expect they won’t be giving you their business.
- Be Personable
As a business, it’s important to keep it professional, but that doesn’t mean you can’t be personable. Homeowners are inviting you into an intimate part of their life, their homes. It’s important to not treat their business as a transaction. Rather than being aggressive, be more consultative and conversational so the homeowner understands that you care about their needs, especially during the beginning stages of the sales process.
- Show Your Appreciation
An obvious way to stay connected with your customer is through promotions. Offer a deal for future service or a promotion if they refer you to someone. You don’t have to offer money off or a special deal, a simple, personal thank you letter or email can have the same effect.
The homeowner is the foundation of your business. Without them, your company wouldn’t be able to stay open. It’s important to not treat your customers as a transaction, no matter what industry you are in. Responding to their concerns, following up, staying active on social media, being personable, and showing your appreciation are all ways you can stay connected with your clients.
Remember, staying connected with your past clients can help build your business with new ones. For more helpful sales tips, visit our Sales Tip Center and check out the most recent episode of our podcast!