Customer service isn’t just an optional add-on in today’s competitive roofing industry. It’s a critical component of your business’s success. It can be the difference between merely surviving and truly thriving.
Research shows that 80% of customers consider customer experience to be as crucial as its services. Furthermore, the same study found that 88% of consumers are more likely to make repeat purchases at businesses with good customer service.
In our connected, social world, customers are more empowered than ever. Couple that with fierce competition, and the bar for excellent customer relationships is at an all-time high.
While challenging at times, providing stellar customer support can be one of your business’s most rewarding aspects. Remember, your customers are the reason you’re in business!
You get to interact with customers one-on-one, understand their needs, and earn their trust. This fulfilling process directly impacts your company’s success.
So, how can you ensure that your roofing business delivers the exceptional customer service that today’s consumer expects? Here are some essential roofing customer service practices you should adopt. Let’s dive in.
1. Be Responsive
In today’s digital age, customers have become accustomed to quick response rates. There are so many ways to stay in touch with customers, including email, texting, chatbots, social media, and even phone calls.
Customer inquiries and support requests often come in at inopportune times. Despite this, it’s crucial to be responsive to their needs. Try to respond to customers as quickly as possible. Staying attentive to customers helps you establish trust and shows that you value their time.
According to a 2022 survey, 70% of customers expect a response from businesses the same day they reach out. Only 46% found it acceptable to receive a response the following day. That number drops to 16% for receiving a response three days later.
Rapid response times also show that you’re committed to finding solutions for your customers.
That’s why it’s vital to prioritize customer service. If you’re unable to handle the influx of customer questions during a typical workday, consider hiring a customer service team to help you manage customers.
2. Stay Organized and Utilize Technology
Organization is key to maintaining a quality customer service experience at your business. Without a structure and processes, things can quickly devolve into chaos.
You don’t want to wake up panicked in the middle of the night when you realize you never responded to that customer two weeks ago. Mistakes like that can quickly decrease your reputation.
Instead, use a Customer Relationship Management (CRM) tool to track every customer interaction. This tool gives you the power to see all your customer conversations in one place. Running an organized business can help boost a customer’s confidence in your services.
A great CRM can help you manage follow-ups, track customer needs, and ensure no details slip through the cracks. This can save you from those panic-induced middle-of-the-night wake-ups. In today’s market, there are CRM tools designed specifically for roofers.
Roofing software offers CRM tools that can help you effectively manage your customers and keep them happy. In addition to CRM capabilities, some roofing software can help you manage marketing and sales efforts, as well as payments.
3. Seek Feedback and Be Proactive
Rather than wait for customers to come to you with problems, actively seek out their feedback. Getting customer feedback is invaluable, whether it’s a survey, follow-up call or text, or even a casual check-in.
You can use this feedback to understand what’s working and what could be improved. When a customer’s feedback leads to positive change, it helps them feel valued. This kind of support can encourage customers to become loyal advocates for your roofing business.
Additionally, building a strong repository of positive reviews helps you land more customers in the future. This creates a positive cycle that will convert leads into customers and customers into evangelists for your business.
Being proactive about customer service helps you prevent problems before they arise. By being proactive, you’ll reduce the number of support issues over time and build a better experience for customers.
Great Roofing Customer Service Is Within Your Reach
Delivering exceptional roofing customer service is all about balancing quality with quantity. By incorporating these tips into your customer service strategy, you can ensure every customer receives the attention they deserve.
In return, your customers will reward your efforts with loyalty and more business! Remember, customer service isn’t just about meeting expectations—it’s about exceeding them. Your customers, both old and new, will thank you for your extraordinary roofing service.
Start a free 14-day trial of JobNimbus to take your customer service efforts to the next level.
