I always enjoy reading the posts our designers, Jessica and Jennifer, write, but I thought I’d like to contribute this time from a consumer’s perspective. I don’t have a background in design or construction, but I do have a lot of experience in the hospitality industry and certainly we are all experts as consumers on customer service. No matter what industry I’ve worked in the same expectations for customer service is there. What’s really crazy though is we all hold high standards for how we want to be treated, but not everyone seems to be on board about how to deliver those standards to the customer.
What I may think is clear communication of my intentions may not be heard and totally received by my clients. Who hasn’t hung up the phone or read through an email only to turn around to your cubby buddy and say this person is crazy! Maybe your side of the conversation sounded a little like mine have: “I told them I was working on it. I told them this may happen. I told them I would get back to them on this issue and it’s only been 2 days and I’ve been working my tail off to get it resolved and they are still calling me non-stop!”
The best lesson I’ve learned so far, provide answers to questions that your client didn’t even know they would have. I’m a huge believer in constant communication even if it seems like it’s overdone or that I may be stating the seemingly obvious. It’s not a fool proof solution, but I feel like if I’m providing updates what may seem like every day to me but an emergency to my clients somehow brings some calm to a perceived storm.
Home improvement and remodeling is not only a financial investment but also a big emotional investment. I can only strive to improve the overall experience for my clients. I wouldn’t expect any less if the roles were reversed.
If you’re considering a remodeling project, let us know and we will contact you. We’ll help answer some of your questions and bring you some personalized advice on your project that you may not have considered. It’s one more tool we’ve created to help your customer service experience.