What a Contractor is Teaching me About Great Customer Service

Picture1Whenever I have a commercial interaction, I try to glean a few insights into why it was enjoyable or why it was annoying.  My most recent endeavor has been the engagement of a contractor to make some home improvements.  As my wife and I researched vendors we heard many horror stories of dishonest contractors delivering a shoddy product or poor customer service.  So far the product appears to speak for itself, and I have noticed a few things that make the service superior:

  1. They Never Bother Me – Working virtually, I am in the same building, so it would be easy for the contractors to interrupt me to ask questions or review specifications.  They never do.  The only interactions I have with them are on my terms.  Imagine if this was the case on a car lot?  How can you avoid bothering your clients?
  2. They Deliver a Little Extra – One of the contractors noticed the felt pads on the feet of some of my kitchen chairs had worn off.  Replacing them will require a $5 purchase and 10 minutes of labor.  This is an infinitesimal task relative to the project scope, but it makes my life just a little easier at no additional charge.  What extra value can you deliver to your clients?
  3. They Simplify Billing – We only meet once per week to talk about money.  On Fridays I pay for what has been completed and they tell me what will be completed the following week and what the cost will be.  There are no surprises.  This relieves any anxiety I might have about the financial plan for the project.  What are your clients prospects worried about?

Originally Posted November 30th, 2011 by John Scranton