From Good to Great: Elevate Your Customer Service Skills Today

By Melanie Ivanova

Read it to me! Click the video below.

Customer service can feel like an uphill battle. You’re juggling calls, managing schedules, and trying to keep customers happy—all while competing against bigger players. Many service area businesses overlook the significant impact that stellar customer service can have on their bottom line.

The reality is that customer service isn’t just a side gig; it’s the backbone of your business. A study by HubSpot found that 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. Yet, many contractors find themselves trapped in a cycle of mediocre service, unaware of how simple improvements can transform their interactions and boost their reputations.

What subpar customer service looks like:

• Delayed Responses: Picture a homeowner needing urgent plumbing repairs. They call three companies, but only one gets back to them in a timely manner. Guess who gets the job?
• Inconsistent Communication: You might have a team of contractors who all communicate differently with clients. This inconsistency can confuse customers and damage trust.
• Failure to Follow Up: A quick follow-up after a job can turn a one-time customer into a loyal advocate. Yet, many businesses drop the ball here.

These pitfalls are more common than you might think. In a survey conducted by the American Express Global Customer Service Barometer, 33% of Americans said they would consider switching companies after just a single instance of poor service. This isn’t just bad news—it’s a wake-up call.

The best customer service isn’t just about fixing problems; it’s about creating connections. Here are some actionable steps you can take to elevate your customer service skills:

• Be Proactive: Don’t wait for customers to call with complaints. If you know a job didn’t go as planned, reach out to the customer first. This shows you care and can often diffuse potential issues before they escalate.

• Train Your Team: Invest time in training your employees on customer service principles. Real-life role-playing scenarios can be eye-opening. For example, practice handling a disgruntled customer; it prepares them for the real thing and helps improve overall service.

• Seek Feedback: After a job, send a quick survey asking customers about their experience. Not only does this show you value their opinion, but it also provides insight into areas you can improve. One landscaping company saw a 20% increase in repeat business after implementing customer feedback loops.

• Make It Personal: Remember details about your customers. If you’ve worked with them before, mention their past projects or ask about their recent home renovations. This small touch can leave a lasting impression.

• Leverage Technology: Use tools like Google Business Profile (GBP) to keep your information updated and respond to reviews. Studies show that businesses that actively engage with their reviews can improve their ratings over time.

Improving customer service isn’t just about satisfying your clients; it can lead to significant growth for your business. Transforming your customer service doesn’t require a massive overhaul. With focused, intentional efforts, you can create a service culture that resonates with your clients and stands out in a crowded marketplace.