How Roofing Companies Should Handle Customer Service
One of the most important things that every company in the world should have is good customer service. Even when you’re in the roofing business, if you don’t show that you listen or care about your customers, then you will face some trouble. Take a look below at what you can do to handle it and establish top-notch customer service.
Why Customer Service Is Key
There are always customers that have issues or questions, complaints, or need assistance with something. The roofing businesses around the world can have a lot of inquiries and requests, no matter where you are. Let’s say you live in Marietta, Georgia, the reputable and startup roofing companies in Marietta listen to their consumers, and make them feel that their feedback is important. You should also start following a business plan where you engage more with the customers by giving them a much more positive and better experience as well as offering excellent customer service and support; it can mean a lot in the long run for you. A happy customer means more sales, more word of mouth, more exposure, more leads, and more profits.
Preventing Any Future Issues
Sadly for roofing companies, they don’t have a good track record when it comes to customer service. In March 2017, there was a list compiled by the Better Business Bureau in the United States, and it had the top 25 sources of business complaints the agency had received. Roofing companies came in at 15th in line. So in order to fix this, some changes need to be made. You should establish a documented strategy for addressing customer complaints, in-person and online. Have regular checks on all your systems and procedures that you have in place and make sure they’re working as intended. Also, make sure that new and senior employees understand what your customer service expectations are like now after the changes, so be certain that your product literature and other information is up-to-date for them. Remember to clearly communicate your policies to both staff and customers, and empower your staff to handle customer issues responsibly and in a well-mannered way as they occur.
How To Handle Customer Service Better
When you realize that something is wrong, and you need to make some changes before it gets out of hand, consider the five P’s that can help you, as a roofing company, get back on track. Take a look below at the points that you should follow:
1- Be Prompt
Acknowledge any negative comments as fast as you can, even if it’s only to say that you’re aware of the complaint and are looking into it because that means that you aren’t ignoring them. Try to reply within 24 hours or sooner, within 48 hours is the absolute latest you should respond.
2- Be Private
While you should acknowledge all comments publicly, not all issues should be dealt with in a public forum. People often post under a username or sometimes they conceal their identity. So invite them to contact you directly through email or phone to talk about their problems. People will see that you’re being responsive without necessarily knowing all the details, so use your discretion and judgment in deciding whether to reply publicly or privately.
3- Be Professional
Always focus on correcting the problem, not the commenter’s behavior or reaction. I apologize that they had a bad experience and be humble and sincere in your responses. Never be defensive or hostile, you want them to feel comfortable. Always ask for details and clarification, restating the issue in your own words to show that you were actively listening and paying attention to fully understand the complaint from the customer’s point of view.
4- Be Personal
Many negative reviews escalate because people feel ignored; they want to feel justified, heard, and validated. That’s why a prompt acknowledgment is paramount. Make sure that your response is friendly, respectful, and expresses your sincere desire to resolve the situation. Don’t act like an automated message; it doesn’t have to be long-winded. Just be yourself, be normal, and be approachable. Write conversationally, using simple words that are easy to understand, and make them feel that you care.
5- Be Polite
It’s easy to take negative comments personally and be angry, especially if you think they’re unfair, unreasonable, or just plain wrong. But that’s not your place to say, so never respond in haste or in anger. Take a moment to cool off, see the situation from their perspective, and empathy will help you in this situation. Remember to thank them for bringing the issue to your attention and apologize for the bad experience, even if it wasn’t your fault.
Customer service can make or break your roofing company. You need to be aware that offering good services is not enough, you need to offer more intangible value. You can only do this once the customers feel that you care.
