Focusing on customer communication is vital to the long-term success of any business.
In the early stages of the relationship, effective communication ensures your product or service meets the customer’s immediate needs. As time goes on, regular communication with your customer base allows you to adapt and grow so you can continue to meet their expectations.
When running a business the amount of attention devoted to each customer becomes increasingly stretched as your company develops and the client base expands. When growth places additional strain on the product or services you deliver, it is essential to remain aware of the importance of managing customer relationships.
Customers expect a high level of service. Regardless of the quality of the product or service you provide, they will not stay loyal to you on a long-term basis unless you treat them properly before, during and after a sale.
Keep customers involved and satisfied at all times.
Regular interaction with your customers will help build trust and loyalty. If your customers believe that you are communicating with them openly, they will feel their relationship with you is one of mutual trust.
Standards of service are constantly improving, so keeping customers satisfied is a continuous process. Ensure your whole business is focused on meeting your customers’ evolving needs. Your product or service may be excellent, but the customer experience can be undermined by slow responses, sloppy fixes, or an off-hand contractor.
Comply with your legal obligations to keep customers informed.
Under selling rules you are legally obliged to provide customers with certain information about their purchase, including a description of the goods or service, price, cancellation rights and warranty information.
Use every channel available to communicate with your customers.
As well as telephoning your customers to keep in touch, you might use your website – or even an extranet – to provide them with useful information and gather feedback. You might email your customers regularly with useful tips and warranty information – but make sure you have permission to contact them in this way and follow CAN-SPAM laws.
Use a range of means to find out more about customers and how you can satisfy their unique needs.
Use technology to develop the relationship you have with your customers. For example, if you have a website, provide a feedback form for customers and post answers to frequently asked questions. Use print or email newsletters to keep them in touch with your business developments, community updates, warranty claims, and important maintenance reminders.
Put processes in place to gather feedback at every opportunity.
Do not wait until customers approach you with problems – they may not tell you about them until it’s too late. Be proactive and set up processes to collect feedback. Give everyone dealing with your customers a feedback form. This ensures that if there is a problem it can be rectified quickly.
Always act on any problems that you identify. Thank customers for their feedback and let them know if you implement any changes as a result.
Take your customer satisfaction to the next level with dwellingLIVE’s proven processes.
Being continually recognized as the industry leader in development, production, and distribution of content and information management solutions for homebuilders, dwellingLIVE provides innovative products and strategies that increase your customer communication, overall efficiency, and bottom line revenue. Our superior products allow homebuilders a reliable and convenient tool to interact with their homeowners 24-7 via a personalized website.
dwellingLIVE delivers tremendous value for you and your customers by educating your homebuyers on maintenance/warranty processes, which can lead to decreased work order requests. We also provide multiple channels for communication with your home buyers, increasing the probability that they will use the resources you provided them and in turn, create a positive customer experience. We help you empower your customers to care for their home, which increases the value of your brand and reduces litigation exposure. Ultimately, partnering with dwellingLIVE will increase customer satisfaction, referrals, and lead to reduced costs.