10 Ways to Better Serve Your Customers

  1. Give potential customers quick estimates. Send them a cost estimate within 24 hours of any initial meeting.
  2. Ask your customers how they want to communicate. Email, phone calls, texting—there are many options these days. Asking your customers what they prefer shows you’re in tune with their needs.
  3. Have a web presence. People want to learn about your hours and services online. A website is best, but a Facebook® page can also suffice.
  4. Respond to online comments. Whether someone leaves a comment on a social media page, a review website like Yelp, or sends a message through your website, it’s important to acknowledge and respond to each one in a prompt manner.
  5. Empower your employees. In addition to knowing how to do a job, your employees need to know how to treat a customer. Share your service guidelines with new employees—and offer refreshers to veterans employees as needed.
  6. Stay in touch with your customers. One way to do that is by sending an e-newsletter. E-newsletters can inform your customers of specials and new services. Seasonal tips on how to maintain their home are also appreciated.
  7. Give them something extra. Let customers know how much you appreciate them by offering a little something extra from time to time. It could be anything from an air filter if you’re an HVAC contractor or extra paint for touch ups if you’re in the painting business. Other options could include swag from your business like a calendar, key chain or notepads.
  8. Offer a satisfaction guarantee and/or warranties on your work. Having one shows your customers that you’re committed to great service.
  9. Follow up with your customers. Set a reminder to call your customers a few weeks after you complete a job. Ask them if everything is working as it should and if they’re satisfied with the job. Thank them for choosing your business.
  10. Immediately acknowledge any issues. If a customer has a legitimate complaint—or you simply sense that things aren’t up to snuff—act fast. Talk to your customer and apologize if necessary. Consider adding a discount to the work performed or offering an upgrade to compensate for the inconvenience.