A referral to your business from an existing customer is one of the strongest leads your business can get. This is because people are four times more likely to buy from a company that a friend referred them to. That means your contractor marketing should be constantly working to improve customer satisfaction and, in turn, increase referrals.
Here are a few tips to improve customer satisfaction.
1. Send out a survey.
Sending a survey to current and past customers is a great way to see how you’re doing and if there are any areas that you could improve on. Perhaps the work that your business does is great, but your clientele feels that your customer service could be better. Maybe there are some employees that have better rapport with your customers than others. Sending out a customer satisfaction survey is a great way to hear exactly what your customers think of your business, straight from the horse’s mouth.
2. Hold your employees accountable.
Make it known to your employees how important customer satisfaction is for your business so that they make customer service a large part of their job. Send out surveys after each job is completed asking customers to rate their contractor, offer incentives to your employees when customers send in compliments/praise, and hold employees accountable when they fail to meet your business’ customer service standards.
3. Create a referral program.
Want to increase referrals? Let your existing customers know that you have a referral program, and for every new customer they send your way, they receive XYZ in return. Yes, people want to talk about great experiences they had, and the best way to get them to start is if there’s something in it for them. Consider offering a discount on a customer’s next service for each new customer they refer.
Improving customer satisfaction is the best way to retain customers and bring in new referrals, so start following these tips today.