Sage Advice US

How to amp up the quality of your customers’ experience

Put yourself into this scenario: Your company just completed a project on-time and on budget, a success from your perspective. Yet you hear through the grapevine that your customer isn’t necessarily happy. How can that be?

Don’t get me wrong. In construction, achieving planned budget and schedule milestones are biggies when it comes to customer satisfaction. However, if your client in any way found it difficult to work with you, then you may not see their business again.

Every interaction you have with a customer is part of their experience with your company. Confusing information on your website, miscommunications, difficulty resolving issues, even personality conflicts can overall add up to a bad experience. And today, with many people using social media to express their opinion, news of a bad experience can spread like wildfire. How do you assure your customers have the best experience possible?

Building a great experience for your customers isn’t easy. Today’s consumers are pickier than ever and have high expectations from the start. In my next post, I’ll cover how to tackle this challenge by focusing on the things that matter most to your customers.

This post is the second in a series of articles leading up to Customer Service Week, which starts October 2. If you missed my last post, read here how customer service is the one thing you need in your construction marketing toolkit.