Homeowner Trust 101: How To Educate Your Customer
Everyone has their own expertise and specialty. Asking questions to learn more about a problem is natural because you want to work together with a business to better understand the service they provide. Contractors are no different.
Taking the time to educate your customer is an important part of sales, customer loyalty and retention. See a few ways you can educate a customer on your services.
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- Use Social Media
One of the best ways you can get the word out about your business is with social media. At the same time, you can also use it as a tool to better educate your customer. Posting relevant articles, tips and tricks is a great way to generate content to build your brand as well as help the consumer understand what your business can do.
Social media can be a great place to get creative. Encourage your followers to ask questions to you directly on the platform and share how you can help.
- Update Your Photos
As the old saying goes “a picture is worth a thousand words.” This can be easily applied to your business. While, yes, you will have to talk to customers about your services, you can also show them. Keep your portfolio updated with photos of current work, and snapping a few pictures of the details you have worked on. These will help customers visually understand what it is that you do and what sets you apart from everyone else.
“Potential customers are looking to hire an expert who is reputable, information that helps legitimize your business can go a long way,” Peter Swanson, CraftJack senior account manager & team lead. “Some good examples of this are being up front that you have referrals, reviews on specific websites or even photos/video of previous work that has been completed. This proves that you are transparent and trustworthy, as well as an expert in your craft.”
- Provide An Estimate
As you already know, estimates are an important part of winning the job. Providing one to a customer is becoming less of an option as competition becomes more fierce. However, providing an estimate is a great opportunity to educate your customer on costs and what they can expect.
“Being transparent and fair is key,” Swanson said. “Homeowners can often start off with a defensive mindset as they don’t want to be taken advantage of. Being upfront about costs and explain where costs come from can go a long way.”
- Respond To Poor Reviews
Unfortunately, for many in the industry, not every review is going to be five stars. Homeowners will express if they have concerns about service through a review, that others could read in the future. A good way to educate future customers is to respond to comments, both good and bad, in a professional way.
Particularly for the reviews that come in less-than-stellar, be sure to address the customer concerns and do your best to remedy the situation in the forum. Future customers will know then what to expect when coming to you for home services.
- Ask An Account Manager
Finally, your account manager is always here to help. As you can see above, account managers are here to help you learn how you can better educate your customers in a way that will benefit your business. Don’t hesitate to reach out with questions when they come up.
As you can see, customer education is very important in growing your business and retaining loyal customers. Try a few of these tactics and see how you can improve the customer experience.
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