"What do you do?"
You’re likely asked this age-old question at networking events, your kids’ activities and family gatherings.
At some point, you’ve probably responded with something like, “I sell roofs/bathtubs/windows/ plumbing services/siding/countertops/etc.”
Because this is the way you and I were taught to think in the Industrial Economy or the Commodity Economy. You must produce or sell X, Y or Z product or service.
Today, however, we are living in the Experience Economy.
This is because today’s consumer is different. With the world literally at their fingertips, they have endless options to fulfill their needs and wants. So why should they choose you?
The Role of the Customer Experience
Today, the process goes as follows:
- Mr. and Mrs. Homeowner recognize they have a need in their home.
- They go online to search for a company in their area that can fulfill that need.
- They scour through the online reviews to pick the company that looks like it will complete the job in a way that leaves them happy with the decision they made.
- They contact the chosen provider.
This means that online reviews are the lifeblood of your business today. They are the one factor that will help you stand out among Companies A, B, C or D more than anything else.
And what are your customers going to write about in these reviews? Their experience, of course. So, your customer experience HAS to stand out from your competitors. It has to “WOW” every customer you come in contact with so that they become your raving fans, telling everyone online about why they should choose to do business with you.
Beyond that, your customers are also going to be more likely to come back to you with repeat business AND tell their friends, family, neighbors and co-workers about doing business with you if you give them something awesome to talk about - a knock-your-socks-off type of experience.
Improving Customer Experience for Homeowners
Now that you know how critical the customer experience for homeowners is to growing your leads, sales and profits - how do you up your game?
My first suggestion would be to play customer. And truly, not enough entrepreneurs do this. For this exercise, you literally put yourself in your customer’s shoes and go through each step of the consideration, sales and as much of the installation process as you possibly can without incurring too many expenses. You can also have a trusted friend do this for you and provide you with detailed feedback.
One you have this information, examine every customer touchpoint. Is each step designed to “WOW” the customer? If not, what adjustments can you make?
For tips on which steps in your customer experience for homeowners you should take to the next level, check out this free on-demand training. (The audio is a little shaky in minutes 2 through 6, but keep watching - there are some really good insights in there!)
If you accept that we’re in an Experience Economy and elevate your customer experience to a level that “Wow”s each and every customer, you’ll see dramatic increases in your repeat sales, online reviews, and ultimately your sales and profits.
Again, click here to find out how your company can get more referrals for your contracting business, generate more repeat business for your home improvement business and develop long-lasting customer relationships for profit and wealth.