Customer Satisfaction Starts With The Customer
“It might sound a little backwards to some people, but a satisfied customer begins with the customer themselves,” says Scott Pedracine, Owner of Everyday Exteriors, Siding and Windows.“Too many consumers confuse contractors with retail outlets. In retail situations, stores have product to move from the shelves or the storeroom. Conversely, with an informed professional contractor, there will be very little, if any, selling. Most of the process revolves around defining what the customer wants. It sounds easy, but often, it can be the toughest part of the process.” Ultimately, the consumer must know what general product characteristics they prefer, including colors, styles, lap size, insulation and types of materials (vinyl,wood, aluminum, steel). Clarity is the challenge for the customer because there are just so many choices. If they can narrow their focus, a contractor can really help them with the right products for their needs. This means less wasted time, no false starts and no anxiety causing events.” It’s simple, quality control can start with a drive around the neighborhood to find examples of options you like.
A RECURRING MISTAKE
Scott said he often meets potential customers and they are bracing themselves to be ‘SOLD.’ A professional contractor knows that if there is any selling to be done, it’s not the selling of the products. The real selling revolves around the contractors ability, capabilities and integrity. In other words, getting the consumer to trust that contractor to do the job. If a consumer doesn’t feel that they can trust the contractor, it’s more difficult for productive collaboration to occur and in the end, customer satisfaction can suffer.
Homeowners can do a great deal to help their contractors do the best possible job. By driving around, looking at houses and making note of preferred colors, styles, materials and lap sizes, they can save time and money.
SCOTT’S ADVICE
My suggestion to any individual wanting the best possible outcome is to use your contractor as a resource for information and insight. If you look at the Contractor as a salesperson trying to sell something at any price, you may be limiting the opportunity for a great solution to be developed. As it relates to our specialty (windows and siding), it’s best for people to drive around and identify certain addresses which have features they want. It’s a good way to do it because most people are not knowledgeable enough to describe colors, textures and other features exactly. With this approach,we can usually match installations perfectly. We all want the customer to be satisfied. And, we try our hardest to make that happen. However, the surest way to deliver a satisfied customer is for the customer to be committed to a vision, then convey that vision accurately. Then listen to your contractor so you understand the products you will be putting on your home.
For more information contact 608.278.1100, everydayexteriors@sbcglobal.net
