As we all know, when we have a good customer service experience we might tell one person, but if we have a bad one, we’ll tell everyone we know. Therefore, the best way to get an edge on your competition in the remodeling industry is to give clients and potential customers EXCEPTIONAL customer service. And that means going “above and beyond” to get the job done, EVERY time.

Here are some tips to help you stand out with your customer:

1. Pick Up The Phone. While everyone seems to email nowadays, one way to show clients you really care about their business is to give them a live call! While it may seem like an easy thing to do, many businesses have forgotten the value of building relationships through personal contact. Think about how much quicker you can talk to someone, learn more about their needs, give an estimate, and schedule a meeting over the phone versus email. Live contact is underestimated and is a great way to let customers know you mean business.

2. Follow Through! If someone emails you, respond! If they email you back, make sure you are seeing if there’s anything else you can do. If it’s been weeks or months since contact, follow up and see how they’re doing! Closing the loop on details shows you are competent, organized, and willing to go the extra mile to create an ongoing relationship with the customer.

3. UNDER-Promise. OVER-Deliver. If you say you are going to get the job done in one month, try your hardest to get that job done in 3 weeks. If you say the job is going to be done for $5,000, try to get it done for a little less. Nothing makes a customer happier than getting BETTER results than expected.

4. Don’t Worry, Be HAPPY. Is there anything worse than a dull greeting in a check out line? What about a rude employee at the supermarket? It’s so much more pleasant to be greeted with a smiling face wherever you are, so let your customers see that in your company. Be happy when you answer the phone, give estimates, talk to your clients, and close a sale – not only will your clients have a better experience, but you will, too!

5. Be Available. Make sure there is contact information available on your website, and when someone emails or calls you, BE AVAILABLE. Don’t make them sit around for days for a call back or response – get back to them before close of business the SAME day.

As an industry that struggles with a sometimes stereotyped perception of remodeling contractors, these tips will serve both the industry and the customer in showcasing the value of a true professionals that has the consumer’s best interest in mind.