Have you ever noticed that companies love to claim that their customer service is great? One reason they try to do this is that they think they can get away with it. Even Wells Fargo, who has been fined over $17 billion since 2000 for various forms of customer fraud, has a section on their website called “Serving Customers and Communities”.
Most other claims can be invalidated. You can claim to be the cheapest until someone shows up with a cheaper quote from your competitor. You can claim to be the fastest until a potential customer tells you that one of your competitors can start their job today. But it’s hard for a customer to point to a competitor’s quote and tell you that their customer service will be better.
Another reason businesses claim great service is that excellent customer service is what attracts the best customers. Fifty-seven percent of people said they’d pay more for great customer service according to a 2019 study, and 73% said they’d be more likely to be a repeat customer. Most customers also indicated they’d buy more services from an employee they found to be more friendly.
Consulting firm PriceWaterhouseCoopers quantified the financial value of customers in 2018. According to this study, consumers pay 16% more for great service on average. Sixteen percent sounds like a pretty good boost, but when you consider that it might not cost anything at all to improve your service, it can become a tremendously valuable sum of money. Many painting contractors don’t make much after accounting for their equipment and supplies, marketing costs, and the cost of quoting new jobs. Depending on your profit margin, being able to charge 16% more may double your profit margins.
Here are a couple of ways you can improve your customer service and capture that added revenue.
- Make a great first impression – the first time most customers interact with you will be over the phone. Make sure they feel like you’re listening to them and that you’re eager to have the business. They’ll decide in the first 15 to 30 seconds whether you’re their preferred painter or a last resort if the others fall through.
- Personalize your walkthrough – When you walk through the house to provide a quote, take the opportunity to explain to the customer any parts of the job that make it easier or more difficult. If you see any other issues they have, such as rotted wood, point those out too. This helps them feel like you’re knowledgeable, professional, and eager to take care of your customers.
To learn how ProPainter Websites can help you grow your customer base and make those customers more profitable, call us at 919-424-6121or email us at Team_PPW@ProPainterWebsites.com.