Explore Ways of Measuring Customer Satisfaction
In any economy, your best asset is always your home. Customers invest their money in home improvements and repairs to maintain and grow the value of that asset. Keeping satisfied customers in this field and implementing ways of measuring customer satisfaction are critical, because if they are satisfied, they will come back, and they will refer their friends.
Just ask Doug Santoro, owner of General Plumbing, Inc., a successful plumbing fixture installation and repair business:
“Making the calls to our customers for their feedback is important to our success. Telcare has taken that responsibility and does an outstanding job. Their services pay for themselves.”
Whether you are in the business of general contracting, plumbing, painting, appliance repair, windows, flooring & carpeting, interior design, shutters, roofing, sound systems & home theatre, remodeling, or even just being a handyman (or woman!), Telcare customer retention programs will work wonders for you with repeat business and referrals.
We’ve split most home improvement and repair services into three categories, Single Repair or Small Contract, Large Contract and Ongoing Maintenance Contracts. The following describes what we mean and offers you great retention ideas that get you that all important knowledge while promoting referrals and repeat business. On our Online Survey Reports site, the results of the business satisfaction surveys can be easily cross-tabulated by product/service, salesrep, technician, store, or region to show you exactly where the improvements need to be made and which staff needs coaching or rewarding.
Single Repair or Small Contract Transactions
These transactions include single service repair visits not covered under a maintenance contract such as a plumbing repair, and small general contract jobs that can be performed in less than a few days, such as carpet installation. Because you hope that the customer will eventually return for additional services, and even better, to refer their friends and associates, Telcare recommends the following customer retention program:
- Hand-signed Thank You card upon completion of service with a referral reward
- Short telephone survey within 36 hours to see if their experience was positive
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
- Hand-signed card or letter reminding them of your services with a repeat business or referral reward
Large Contract Transactions
These transactions last usually from one week to a many months and can include more complex projects like remodeling. The initial contract and the completion of the work are the keys to the following customer retention program:
- Hand-signed Thank You card upon initial contract signing with a referral reward
- Short telephone survey within 36 hours to see if their experience was positive
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
- Hand-signed card or letter reminding them of your services with a repeat business or referral reward
Ongoing Maintenance Contracts
Ongoing service transactions can include offerings such as single appliance/system or full home maintenance contracts. Most of these arrangements are contractual in nature and have a specific time period element and require renewal at the end of the time period. The initial contract and the renewal are the keys to the following customer retention program:
- Hand-signed Thank You card upon initial contract signing with a referral reward
- Short telephone survey after first repair needed under contract to see if their initial experience was positive and uncover any problems quickly
- Comprehensive telephone survey performed one month before renewal opportunity
- Hand-signed Thank You for Your Renewal card or letter, possibly citing some of the improvements planned as a result of the survey along with a referral reward
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
To obtain a quote for either of these great programs, as well as ways of measuring customer satisfaction, please contact Telcare today.
