How to Keep Up with Home Services Customer Expectations


Customer experience is a crucial cornerstone of return-based businesses, especially those in the home services industry like Did you know that 86 percent of consumers are willing to pay more than the average price for a great customer experience? 80% of consumers also assert that they would move their business to a competitor if they had a poor experience.

Considering the goal is to tap into a $595 billion-worth addressable market, keeping your customers happy becomes critical to your business’s success. In this article, we look at practices that, when incorporated into your strategy, will help you grow your business and exceed customer expectations.

Improve Your Speed to Service

The first approach to improving customer experience is boosting your service speeds. Stats show that close to 80% of consumers in the US, including homeowners, consider speed as a key determiner of good customer experience. As a home services industry, you can incorporate faster speeds into your operations by offering faster shipping and deliveries, for example, keeping your clients happy.

But how do you go about improving your speed to service? This strategy has many parts: you need to give your customers speed to connect, book appointments, and communicate with you. Additionally, you want it to take a shorter time for your clients to make payments and discuss their concerns with you. Here is how to go about this:

Be Easy to Find


When a customer is looking for a home service business, they will usually search for a particular service on google. Google will then turn up a Google My Business listing of several businesses offering the service. You want to optimize your rating so that you are the first website new customers see.

If you show up fast or are ranked highly, consumers are more likely to bring their business to you. Since 40% of home services customers that contact a business from an online search make a purchase, this is a surefire way to improve your sales.


Be Accessible

Did you know that 5 in every 10 home services consumers that end up making an appointment usually begin by running an online search? Once you have made your business easy to find, you should ensure that consumers can reach you directly from your Google My Business listing. You do this by including your current business phone number on the listing and one through which interested customers can text you. After all, 90% of customers prefer to text with businesses.

You should also include a webchat option for the 41% of website visitors that expect it. All these contact methods will make it faster and easier for consumers to book appointments and share their questions or concerns about your business.

Be Easy to Pay

Lastly, your customers have found you, made a request or appointment, and received their service. They now want to pay and go enjoy their purchase, and, according to recent statistics, 77 percent of consumers want to use contactless payments post-COVID-19. As such, your last job in this regard is to offer a mobile payment option, which about a third of consumers prefer. It is safer and faster.

Improve Your Communication Options


Besides speed, the modern consumer is also very concerned with being able to communicate with your business. In fact, over 50% of consumers say they are more likely to buy from a business that offers a direct messaging option. The running opinion is that one-on-one conversations, where the customer gets real-time answers to their concerns, are faster, more convenient, and more efficient.

Implementing better communication for your business begins with understanding when customers communicate with you: initial contact, scheduling appointments, confirming them, reminders, and reviewing the services. Here is how to address all these points of communication:

Include a Text Option

We have already discussed the importance of being easy to find online and contact directly from search. We have also seen that most consumers prefer to text with a business. Consequently, converting your landline into a number your customers can text right from your GMB listing is a genius way of ensuring interested customers make a purchase. Once you have established a text relationship, you can also use the thread to make payment, review, and survey requests.

Continue Web Chats as Text Conversations.

When consumers contact you via web chat, it could become near impossible to maintain this conversation if they are on the go. Your approach here is to professionally move the conversation to text so they can continue talking to you even when they leave their laptops.

Use Text to Schedule Appointments

Today’s world is highly mobile, judging from the over 90% of American consumers that have their phone at hand every hour of the day. Add this to the fact that 46% of customers prefer to schedule their appointments through online platforms or mobile apps, and there is no better way to schedule appointments than through text. So, offer this option.

Track Changes in Expectation


The last approach to keeping up with your customers’ expectations is to keep track of their needs, which are ever-changing. As communication options, technology, and home services options evolve, so will your customers’ expectations, and keeping abreast of these will help you beat the competition. Here is how to ensure you don’t lose touch with your clients:

Request Feedback

Net Promoter Score (NPS) is an important number for any business that cares what its customers think about it. This metric will help analyze customer experience and predict your business’s growth. To take advantage of it, all you need to do is send your customers NPS surveys asking them to rate your home services business. You can then assess the scores to determine who makes up your consumer list: promoters (score 9-10), passives (7-8), or detractors (0-6), then make appropriate changes.

Ask for Service Reviews

Unsatisfied customers will usually leave negative reviews online. If you don’t offer a review platform for all your customers, this negative feedback will be the only side of the story potential leads see when they search your business. This is why it is important to ask all your customers for a review after every service. Good news: 8 in every 10 customers will accept your request if asked.

Assess the Data and Make Changes

Keeping your customers satisfied in a continuous job, so never leave it at gathering data. Use the feedback you receive to identify areas of growth and those that need improvement. Additionally, track your NPS data and use it to evaluate how the changes you have implemented in communication, servicing, payment, and appointment scheduling are affecting overall consumer experience.

Sarah Jones is a home services professional at the premier messaging platform that connects contractors with ready-to-buy homeowners.

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