Effectively Managing Customers While Managing Projects

One of the key drivers for a contracting or home services business is the reputation it builds in the market. If a brand can remain consistent in the service it provides and the way it treats people—across all channels and throughout the sales journey—then they have the foundation for sustained success. 

In this industry, customers can be especially emotional given both how personal work on a home is and the high cost often associated with remodeling, building, and other home repairs. Making sure someone is there to talk to them in any circumstance and be an empathetic voice will not only make a contractor stand out, but also give that business a leg up on the competition. In a space where customers can demand perfection and often feel anxious, it’s important to give them reassurance, help with complex situations, and support when making emotional decisions.

However, “there are not enough hours in the day,” is a common refrain we hear from contractors working in the home services industry. Here are some tips on how to make customers feel that support when you can’t work any harder.

1.     Know when to be unavailable

Sometimes you need to be “out” to get work done, which feels counterintuitive when client demand is high and new projects keep coming. Before each week begins, review your agenda and consider what time slots each day or week can be reserved for focused work or thinking time. Notify your outsourced receptionist teams not to disturb you so they can pick up your calls, take messages and, with careful briefing, actively manage new inquiries or ongoing projects while you get on with the work at hand, and can then return calls when you are free.

2.     Don’t be limited by the 9 to 5

In the 24/7 age, consumers do not feel the constraints of traditional 9 to 5 office hours and will reach-out to professionals any time, day or night. This is where outsourced call and live chat handling can really help, eliminating the worry of providing round-the-clock in-house resources and allowing you to offer a consistent 24/7 service. These teams can also be speaking to new clients while you and the rest of your team sleep. Other options for outsourced communication beyond call answering and appointment scheduling also include digital communication, call dispatch services, or even bilingual answering.

3.     Make your website work harder

Make your website more useful for clients and prospects. For example, a well-timed live chat pop-up can help turn visitors into potential new clients, answer FAQs, and capture information so when you do pick-up the phone, it’s a pre-qualified lead. This can also help reduce phone traffic, meaning fewer noisy distractions. Use of live chat has soared since the pandemic because consumers love its instant nature and the perception of anonymity. We have also found clients tend to offer more personal information through it than any other marketing channel, and that it can be an excellent tool to help with recruiting. 

Survey Data

Moneypenny actually commissioned a survey to discover how businesses can communicate better and found many are still not answering their phones, messages are not being passed on, phone numbers are not being listed on websites, and annoying “on hold”’ music continues to cause irritation. The top gripe from consumers trying to call businesses was phone calls not being answered (45%), followed by complex call attendant messages (33%). Other bothers included having to leave a voicemail, annoying hold music, being told to check the website, feeling rushed and not listened to, and even background call center noise.

Another interesting point we found was that 89% of those surveyed said they get frustrated when businesses do not include a phone number on their website, a foolish move given the phone is still king when it comes to the preferred method of communicating with a business, voted for by 41% of those surveyed. 

Businesses ignore the importance of good call handling at their peril, as our research found consumers call when something is really important: 44% do if it was an urgent matter and 33% if it is a complicated matter. Of those surveyed, 82% said a great call experience is a differentiator for a company. Around a third said a bad experience would have them take their business elsewhere, complain, and spread the word to friends and family—not the word a brand tends to want shared.

But, home services companies we work with like The Glass Guru tell us they don’t always have the time to qualify new leads, which is also where a bit of extra help can help flag “hot” ones, allowing in-house teams to prioritize, and convert faster. Studies have found a pick-up rate of 50 to 80 percent when you call a prospect back within five minutes so you can get back before they look elsewhere while also creating a great first impression of the brand. This helps maximize every opportunity and ensures you never miss business. 

Efficiency is key when you’re an independent, family or small business, which is why reliable partners that act as an extension of your team are essential and help keep payroll costs to a minimum. Also, when your team feels in control of their workload, they are more productive and, typically, happier.

There are only 24 hours in a day—use them wisely and you and your contracting business will reap the rewards, financially and emotionally.

Kris Altiere, US Head of Marketing for Moneypenny, has over two decades of expertise in marketing and brand development. Possessing a proven ability to drive growth and establish trusted brands, she is an award-winning strategist that connects vision with innovative digital solutions to boost sales, loyalty, and recognition. At Moneypenny, Kris leads efforts to expand the US market presence and solidify the brand’s leadership across several industries, including home services. For more information, visit www.moneypenny.com.