When it comes to housing repairs and maintenance work, we know the value of happy customers. We reached out to some of the best performing contractors on our platform to ask for their top tips for boosting customer satisfaction. Here's what they had to say:
Master the art of communication.
We hear this time and time again, but it couldn't be more true when it comes to boosting customer satisfaction. For any repair or maintenance job, our top-rated contractors talk to their customers to get an understanding of what the job entails. Our platform offers a chat function to do this, and pictures can also be shared for better context. By gathering this information early on, this often means the contractors can find a solution quickly without the need for a repeat visit. And, to go that one step further, they say that providing regular updates on the progress of the job is a quick-win for customer satisfaction.Set realistic expectations.
Once you have an understanding of what the job entails, set realistic expectations of what you can achieve with your skillet and services. It's also great to let your customer know how long the job will take, and what sort of materials are needed to complete the work. Managing expectations early on is one of the best ways to avoid disappointing a customer later down the line.Be prepared with detailed quotes.
Believe it or not, the quality of your quote breakdown can have a big impact on whether you're hired for a job. Customers want to see a clear outline of cost for repairs and maintenance work. This is particularly important for larger housing organisations or landlords where processes are in place to follow set budgets. So, as one of the top tips from contractors on our platform, be specific. This gives the customer that extra bit of reassurance that your pricing is transparent and justified.Become a pro at time management.
With repairs, timing is everything. A new resident could be moving in the following day, or perhaps you've been granted access between 2-3pm. Whatever the scenario, our most successful contractors are sharp on the clock, ensuring they arrive on schedule and carry out the work within the timeframe agreed. This is particularly important if you charge by the hour, as any overtime could impact the final invoice. Of course, sometimes there are hurdles that can cause delays, so it's best to communicate them to your customer as early as possible.Don't forget feedback.
According to research, 88% of customers are influenced by online reviews, so feedback can be a useful tool for securing new and repeat business. Contractors on our platform are always looking to receive customer ratings on their Plentific account. Not only does this demonstrate their commitment to excellent customer service, but also shows their willingness to develop and improve.Wait… 6?
That's right. A not-so-secret step to success. It's about digitising your processes to make each of these tips achievable in a simple and effective way. At Plentific, we provide you with the right tools to manage your workflow, customer communication and invoicing - all in one place. Find out how we can help you grow your business.
