What Really Makes Customers Happy?

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I own a home improvement business in North Carolina and the vast majority of my income (75-80%) comes from two sources. Existing customers wanting new work done and from them referring me to others about the work I have done (ie referrals). What that means is if I continue to make customers happy then I don’t have to worry about advertising and marketing my company. It will be covered. But how do you do just that? Make customers happy?

 

You have heard the sayings before…

 

Reap what you sow…

What goes around comes around…

Do unto others as you would have done to you…

 

Those sayings should all make sense in trying to answer the question of what makes customers happy. In the home services industry there are a few things that make customers happy and if done will set you apart from the competition.

 

  • Return phone calls and emails promptly!
  • Set appointments and arrive on-time or call even if you are running late.
  • Clean-up your mess!
  • If you make a promise or commitment, keep the promise or commitment!
  • Act as if you are a guest in someone else’s home. Ask permission before you do something (where to park, take shoes off before tromping through the house, where to use the bathroom etc.)
  • Be upfront with your pricing.

 

I know these sound basic but I hear stories regularly how home improvement contractors fail to do these simple things. It is part of the reason why many people turn to those handyman franchises for home repair service. Top customer service is standard operating procedures for those companies.

 

Best of luck to you!

 

 

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