Why You Should Continue to Delight Your Customers

May 21st, 2014

In the business world today, service oriented companies, such as contractors, are one of the most in demand industries.

According to a January 2014 press release by The Associated General Contractors of America (AGC of America), many contractors that participated in a survey conducted as part of a project called Optimism Returns stated that they anticipate an increase in the demand for their services throughout the year.

In Utah, for example, 100% of the contractors surveyed planned to hire more employees to meet the anticipated demand for their services.

Getting Customers is Only Half the Battle

Finding customers to offer your services to is only the beginning. The other aspect of this equation is meeting, and even exceeding, the expectations of those customers. By continuing to delight your customers, you can reap many benefits, both in the short term and for years to come.

Retain Those Customers and Bring in More

Customers who are satisfied with your services are more likely to come back to you in the future when they need more work completed. In addition, these same satisfied customers are more likely to recommend your company to their neighbors or friends when they gather for parties or are asked for referrals.

Under Promise and Over Deliver

This motto still applies today. You have probably been promised the desired results by a product or service, and then been disappointed when those promises were not fulfilled. Be sure to meet your promises to your customers, and acknowledge when events beyond your control make it so you are unable to do so.

Make Customer Service Key

The customer is always right, especially when it comes to the contracting business. Make it your business to listen to your customers and then work with them to make their dreams a reality. Suggest alternatives whenever possible. You will delight them and make them eternally grateful to you when you can do so.

Key Takeaways

  • Bringing in new customers is typically only a small portion of your customer base.

  • Most ‘new’ customers you get will actually be referrals from previous customers. Repeat customers are also important to your success.

  • Use technology to keep schedules to a workable level and ferret out problem areas.