Customer Service: Now, More Critical Than Ever

Take a look at your proposals and ask yourself, would you like this to be presented to you in the same manner? Is it as professional as it can be? This does not have to be an expensive proposition. Something as little as having a typed agreement with a nice cover sheet could do the trick. On the cover sheet, you may want to put a home phone number or cell phone number in the event that your customer needs to get in touch with you. This could go in a clear plastic folder with a nice binder that the customer can walk out with.

While we work on many projects day in and day out, we must remember that the average customer may only do one or two projects in a lifetime. If they do not feel the warm and fuzzy feelings from you, then they may well go elsewhere.

Winning over Prospects

Here are some of the simple things that can help you transform prospects into clients:

• Get names, addresses, phone numbers and e-mail addresses. Send a thank you note for coming in, thank them for the phone call, acknowledge that you have spoken to them and that you would like to develop a business relationship with them concerning the project you discussed. You must let them know that you are there to assist them when they are ready to continue.
• If you’re in a working relationship with a customer, be sure to keep him or her in the loop concerning everything that’s going on.
• Set specific time lines for being ready with the designs and plans, and make appointments before they leave the showroom or before you leave their home.

It really is the small things that make the big difference. Helping a customer with how to find a replacement item for their kitchen or bath may well be the difference of them coming back for the big project they are considering.

Times have changed and it’s a whole new ball game out there. If you’re going to continue as you always have and if that’s not as professional as it could be, you’re at risk of missing out on some business.

Take a serious look at what you do for your customers and how you present your designs, plans and bids and make sure your presentation is the best it can be. Remember, professionalism does not cost, it pays!