Customer satisfaction is important in nearly any industry, and the same is true in the construction industry. If you work in the construction industry, including construction management, pre-construction services, commercial contractors, commercial builders, industrial builders, and retail builders, you may be wondering why you should be focused on your customer’s overall experience and happiness. Here are a few of the reasons why customer satisfaction is so important in the construction industry.
Customer Satisfaction Can Help You to Gain New Clients
One of the reasons why customer satisfaction is so important in the construction industry is because customer service can help you to gain new clients. When a client calls you for the first time, they want to feel like they are being heard and like your company can meet their needs. If they call and reach an answering machine and no one returns their call, they are not going to do business with your company. They will take their business elsewhere. Likewise, if they ask questions and they do not feel like their questions are being addressed, they will not want to do business with you. Starting from the first time a potential client calls or emails you, customer satisfaction influences their decision to do business with your company.
Customer Satisfaction Helps You to Retain Existing Clients
Another reason why customer satisfaction is so important in the construction industry is that customer satisfaction helps you to retain your existing clients. Many clients for a construction company are repeat clients. Many clients build buildings and then immediately lease those buildings out or sell them. They go back to the drawing board and return to the construction company to start the process over by constructing a new building. If a client was not happy with any step of the construction process with your company, they will have no incentive to do business with your company again. The construction industry is highly competitive and there are many companies out there vying for clients. If you do not step up and ensure your clients are happy and satisfied, you may lose their business in the future.
Customer Satisfaction Enables Word of Mouth Recommendations
In this day and age, what customers have to say about your construction business is more important than ever. Before hiring a construction company, most people will ask for word of mouth recommendations and take the time to read reviews that others have left for a company online. If your existing customers are happy with your business and the level of customer service that they have received, they will gladly tell others about your company and/or leave positive reviews about your company online. On the flip side, if you do not meet or exceed the customer satisfaction level for your customers, they will let other people know this as well, which can negatively harm your business. Keeping your current clients happy and satisfied can impact your business moving forward.
Implemented Customer Satisfaction Standards Carry Over to Other Professional Interactions
The final reason why customer satisfaction is so important in the construction industry is that your customer satisfaction standards can carry over to your interaction with other professionals in the industry. Having a metric that measures the way your employees communicate and deliver customer service is important, as it sets standards that can be useful when dealing with customers, and other workers, like subcontractors. Having great customer service skills helps to prevent breakdowns in communication with these other suppliers and vendors, and ensures they enjoy doing business with your company as well.
Here at MH Williams Construction Group, we understand why customer satisfaction is so important. This is why we have standards in place to measure your overall satisfaction with our business and ensure you are happy with the work we complete for you. Whether this is your first project, or you have many completed construction projects under your belt, we can help you with every step of the way. Give us a call now to get started. (321)-757-5750