More Floods

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The customer service experience is directly attached to your sales. No matter how great you are at the service you offer, the way your customer experiences your team members will be one of the main factors shaping their perception of your water damage restoration business.

Because of this, improving the customer service experience should be the core motivation of many of your day-to-day decisions. How you answer the phone, conduct initial site visits and perform estimates, and how your team members interact with customers during the restoration process are all a part of customer service. Here’s how to turn them into the best experience for everyone involved.

Understand Your Customer

Before you can move forward with creating the best customer service experience, you and your team must fully understand who your ideal customer is and what is going on in their life. Simply put, your customer is a homeowner or business owner experiencing an emergency in their home.

However, it is often more complicated than that. Because of the involvement of insurance adjusters and other contractors, the customer experience often extends out to other parties. While these parties may not technically be your customer, they are a big part of how you receive new business. This means that in addition to make the homeowner happy, you must work hard to cultivate a good relationship with referring contractors or insurance companies.

Make Customer Service a Part of Your Company Culture

Don’t fake good customer service skills — make it a part of your company culture! This means that empathy and attention to details need to be at the core of everything you do.

When it comes to creating an culture of empathy towards your customer, it is important to remember that you may experience water damage daily, but this is a once-in-a-lifetime event for the majority of your customers. Remind yourself and your team members of this daily and talk about how to talk to someone who is stressed out and emotional about damage in their home. Listening well, being sympathetic about their loss, and asking good questions are the simplest ways to show you have empathy for their situation.

Attention to detail ensures that you know your customer and their needs and you make sure those needs get met completely. For this reason, good company organization is linked to the customer service experience. Create checklists and systems that walk your team members through each interaction, including initial phone calls, site visits, and caring for the customers home.

Use Social Media to Meet Your Customer Where They Are

Where does customer service happen? Everywhere! Now, more than ever, companies can touch base with customers and cultivate relationships with them easily. Take advantage of modern technology by meeting your customers where they already are — online.

How can you make this apart of the customer service experience? Here are a few simple ideas.

Be Honest About Your Weaknesses

At More Floods, we understand that excellent customer service skills don’t just happen. They take time and lots of training to cultivate. This is why it is so important to honestly assess the customer service experience your water damage restoration company is creating and take notice of the weaknesses in your process.

Once you understand your weaknesses, you can move forward with further training or pulling in outside resources to make improvements. At More Floods, we offer small business owners the resources they need to systemize daily processes, conduct training, and more. To learn more about becoming a part of our network, click here or call 1-866-667-3356.

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