8 Ways To Minimize Customer Complaints & Callbacks
Having to return to a job can cost you more than time and money, it can cost you referrals. We’ve compiled a list of 8 ways to keep customers happy, minimize callbacks, and mitigate your losses when callbacks do occur.
Train Your Crew
This one seems obvious, but take a second to analyze your methods. Are you utilizing all of the available tools at your disposal? Manufacturers usually offer in-person or online training courses, and there are training or certification websites for any industry. Another tip is to try to limit your product line. Having a wide variety may seem like a competitive advantage, but the more simple you keep things, the fewer callbacks you’ll receive.
Closely Monitor Job Progress
Many jobs will pose unique challenges that force project managers to make decisions. Put in place a system for your project managers that is robust enough to monitor the details, but not so intricate that your project managers feel overwhelmed. Do they need to be on-site every day, and for how long? Create a checklist from common callback issues you’ve received in the past, then have the project manager walk through the list AND the job when it’s complete.
Create a Callbacks System - and use it
Even with all of the right systems in place, you’re going to get a few callbacks. Mistakes happen, but you’ll be prepared when they do. Key procedures for your callback systems should include the following:
- Respond as quickly as possible and set the return appointment for as soon as possible. Ideally, these jobs are a priority before any new jobs are finished, but that’s not always going to happen. Just be sure that you treat your customers’ time with as much value as you put on yours. After receiving what may feel like incomplete service to the customer, telling them that you can come back in two weeks isn’t going to settle well.
- Put one person in charge of customer service. If your clientele is too large to do this, keep the same customer service representative on the same client until project completion. The last thing a disgruntled customer wants to do is explain their issue to several different people. A familiar face or voice will build trust between you and your clients.
- Always keep detailed records and include correspondence with clients. This will allow customer service to immediately get up to date on the details of a job should any problems arise further down the line.
Do Walkthroughs
We touched on this briefly, but walkthroughs can save a lot of headaches. You can use your job checklist you created and let that guide you and your client through the job. Or you can do a thorough walkthrough where you highlight the details of the job and ask the client to inspect closely. Don’t forget to ask if they have any questions or concerns!
Communication
Over-communication with a client about a job is impossible. There shouldn’t be any surprises about any stage of the project and the client should know who they can call in any situation. They should know who is going to be in their home and when, what products are being installed, and why those products were chosen. Lastly, they should have an idea of when the project will end. It’s understandable that your estimate may not be exact, but having an end in sight is important.
Consider A Visualization App
The majority of callbacks and change orders can eliminated with a Visualization App. Without seeing exactly how a job will look at their own home, it’s hard for them to make a decision and feel confident about it. Renoworks is just one tool that can be used to ensure the finished product meets the customer’s expectations.
Avoid Inferior Materials
You’ll never walk away from a completed job feeling confident unless you are sure about the quality of the materials you’ve used. A company that makes or uses superior products will likely have a better warranty and better customer service. You don’t want to walk away just feeling like you got the job done, you want to walk away knowing that it was done right and that it will last.
Turn Callbacks Into Referrals
When you have a well-trained team that over-communicates, you get fewer callbacks. But we don’t live in a perfect world and mistakes or accidents happen all the time. When handled properly, callbacks can actually benefit your business more than they cost. You’ll notice that customers who were happy with the way their callback was handled are very likely to refer your business to others. The personal touch of good customer service is hard to find. Make your customers feel so pleased with your response that they can’t help but mention it to a friend or neighbor in need.
These strategies are a great start to minimizing customer complaints and callbacks, but the best customer service systems are constantly being analyzed and updated. Use these tips to get the building blocks in order, and then create the perfect customer service empire for your business.