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Una de las cosas que cabe aclarar antes de entrar en la materia que nos ocupa es el hecho de que un listado de clientes potenciales no es lo mismo que un cliente establecido. Para muchos puede ser confuso el término, debido a que se puede prestar a creer que un cliente potencial representa un trabajo seguro. Sin embargo, la realidad es otra, aunque puede ser igual de redituable para el contratista.
Any business needs to have great customer service, but home contractors have the unique experience of providing it in the client’s home. This one-on-one experience needs to be perfect in order to ensure repeat business and referrals.
A good experience is one of the only differentiators you have apart from your level of expertise. With that in mind, here’s what you need to do to become a home contractor of choice in your area. Here are eight ways home contractors can differentiate their business with customer service.
Are you looking for more leads in your area? Sign up with CraftJack today an connect with customers near you.
1. Provide Quick, Free Estimates
No one wants to pay for an estimate, and they don’t want the process to take too long. One of the first questions someone is going to have is, “How much is this going to cost?”
Sometimes, it’s good to avoid the topic of cost until you’re sitting face-to-face with a potential customer. However, some people won’t even meet with you until they have an idea of what your prices are. It’s up to you to decide what is most appropriate for each customer.
2. Set Realistic Expectations & Wow Them
When you’re planning, make sure your goals are achievable; leave room to exceed your customers’ expectations. This way, your customers will be less likely to be disappointed.
And when you leave room to exceed their expectations, there’s a better chance that they will leave you a positive review or refer you to a friend. Word of mouth marketing is likely your best form of marketing, so it’s important to set yourself up for success in this area.
3. Give Customers Free Stuff
This is another way to market yourself while “wowing” your customers. Invest in some branded items to hand out to your customers after you complete a job.
Try to choose items that are shareable, like pens, notebooks, and hand sanitizers. These items help with referral-based marketing because they can start a conversation about your business.
4. Follow Up
Your job as a business owner isn’t done when the work is done. Make sure you follow up a few weeks later to see how your client is doing.
They might have issues that should be addressed that they didn’t want to call you about. This is your chance to step in and save the day. If all is well, you can thank them and ask for an online review.
Checking in afterward shows that you care and make them more likely to call you in the future and refer you to a friend. If you go silent after finishing the job, they’re likely to forget about you.
5. Address Issues Quickly
If a client has a complaint, you need to fix the problem quickly. Apologize, fix the problem, and offer a discount or upgrade.
The quicker you solve the problem, the less likely they will be to go somewhere else next time. You can’t just have good customer service when things go well. Mistakes will happen, and you need to be prepared with a plan of action.
6. Manage Your Online Presence
It’s not enough to have an office, phone number, and email address anymore. Make sure your business also has a presence on at least one social media platform, preferably Facebook. The built-in messenger app on Facebook gives potential clients another way to contact you.
And if you don’t have a website yet, you absolutely need one. Most people will look for a website before calling you. If you don’t have one, that’s a reason for them to call someone else.
The more ways potential clients can contact you, the better. The internet gives you many different places they can find you. You just have to manage and check them regularly.
7. Be Available
It’s great to have a lot of ways available to contact you, but it doesn’t mean anything is they call, email or message you and then no one answers. Try to have every contact method available on your phone with notifications. This will ensure you never miss something.
If you’re worried about being bombarded with notifications, invest in a separate business phone. That way, you can turn it off during your off-hours. Work/life balance is important, and keeping your work on a separate phone helps a lot.
8. Choose Your Customers When You Can
If you’re just starting out, you likely can’t be picky about who you work for. However, your goal should be to get to a point where you can choose who you work for.
Most businesses wait for the phone to ring and take whatever job they can get. Great businesses seek out their ideal customers and win their business. You’re more likely to provide a great experience if you have a good relationship to start.
Even if you are just starting out, it’s a good idea to figure out who your ideal customer is and start marketing to them. It never hurts to build an email list of prospects that you can start building a relationship with.
About The Author:
Jennifer Bell is a freelance writer, blogger, dog-enthusiast and avid beachgoer operating out of Southern New Jersey. She writes on behalf of Prime Electrical Services, an electrician in Cherry Hill.
As a part of the CraftJack team, I’m proud to say I get to work with some truly wonderful people. Each of my coworkers brings something unique to the CraftJack office. This week, I want to highlight the account management team.
Our account managers are here to help, whether you need to pause your account or are looking for helpful business advice. Learn more about our account management team and how they can support you every step of the way, from getting your account set up to winning jobs.
Call us at 866-456-6977 to get started!
What Do Account Managers Do?
When you join the CraftJack network, you’ll be assigned a dedicated account manager. Every day, the team comes in to support you and your growing business.
“CraftJack account managers are the best resources for helping pros get the most out of the service,” Alex Orfanos, account manager, said. “We’re here to help. Many of our clients are new to lead generation and we can help pros get up and running smoothly. Even for contractors who are experienced with lead generation, we can help maximize results, too.”
Your account manager will get to know you and your business so that he or she can provide tailored recommendations that will help your company succeed. Our account management team knows our products and services inside and out and is the best resource for you when it comes to training and making sure that you’re getting the most out of your leads.
“Three things that define the account management team: we’re easy to work with, we want you to be successful, and we’re also bilingual,” Orfanos said.
How Your Account Manager Can Help You?
But what can account managers help with? “We can assist with things such as small admin help on your account all the way up to macro-strategies for your lead generation best practices,” Peter Swanson, senior account manager/team lead, said. “We also function as technical help for our customers who prefer to speak with a representative.”
Here are some things your account manager can assist with:
- Pausing your account
- Understanding the Lead Manager tools or Pro app
- Resources to get more leads
- Requesting a credit
- Answering questions about your account or the company
- Setting your service area
Why Our Account Managers Are The Best
As you can see, the CraftJack account managers truly stand out from the rest when it comes to customer service. They are here to help you succeed and a lot of that comes from the teamwork they’ve built upon and dedication to their work.
“The account management team for CraftJack is a tight knit team,” Swanson said. “We pride ourselves on being a personable resource for customers. We have found the right balance of having enough account managers to make sure we can assist our customers, but we are also small enough where our customers can work directly with their personal account manager if they would like to.”
Connecting With Your Account Manager
When you sign up with CraftJack, you should connect with your account manager within the first few days of signing up. As you continue to use CraftJack for lead generation, it’s important to stay in contact with your account manager.
“Pros that work regularly with an account manager have better results than those that don’t,” Orfanos said. “So, if you’re curious about how a CraftJack account manager can help, please get in touch today!”
Having a dedicated account manager for your business is a great benefit we offer here at CraftJack. If you haven’t connected with your account manager yet, do so today!
Call us at 866-456-6977 to hear more about our dedicated account managers and other unique benefits of joining the CraftJack network.
In almost every industry, customer interaction is a necessity. It’s at this critical stage where companies can make or break their future success by how they respond to product or service issues, customer complaints and overall negative feedback.
While service pros or contractors may require their employees to respond in certain ways during sensitive situations, knowing what to say is not nearly as important as knowing what NOT to say. When working with customers through challenging situations, these four reactions should be avoided at all times. CONTINUE READING
All business owners should prepare for and know how to identify and manage disagreements. As the leader of the company, you have the responsibility to prevent and minimize risk and loss on a job. Take action before a situation escalates to give yourself the best chance of avoiding a legal dispute. CONTINUE READING
Let’s say you receive a lead or prospect who isn’t your ideal customer, or makes it clear that they’re in the stage of collecting information. This is where you have a choice to either start building trust with this lead or take no for an answer and hang up the phone.
The truth is, you’re losing out on potential business by shutting down this type of call. It’s important to hear the customer’s needs and discuss your services. “Not interested” can take on many meanings, from not ready to purchase to just shopping around. By not approaching these prospects strategically, you’re missing out on future sales and opportunities. See how to turn undecided leads into future business for your company. CONTINUE READING
Lead generation is tricky because it’s information and doesn’t come with any guarantees. That’s why when leads come in, you need to be prepared to not only answer the call, but to do so gracefully.
A sales script isn’t a tool that’s set in stone. It’s a guideline for making sure you cover your main points and get through the conversation with a confident and relaxed tone. See four reasons why you need a lead generation sales script and the benefits of being prepared with one. CONTINUE READING
Sales is the front line of your business and a skill you should always be improving. If you want to stay in business, you need to learn how to close sales, especially the tough ones.
Your customers should be your top priority. If they aren’t, it’ll catch up with you and the consequences will be reflected in your financials. Closing a tough sale isn’t easy, but it’s possible if you focus on building trust and alleviating your customers’ five biggest fears. CONTINUE READING