As we are in the midst of the COVID-19 pandemic, our thoughts tend to be scattered, and we are having to re-evaluate our priorities. As a roofing contractor, you have probably experienced this. While your business is important to you, it can be hard to devote mental energy to ways to sustain it; much less improve it. But don’t fool yourself – even in this time of crisis your business can grow and thrive. It may not seem like it, but the pandemic is affording business owners the opportunity to showcase outstanding customer service.
We work with roofing contractors every day. We have seen the value of great customer service during these times and what it can do for a business now and in the future. As we are taking precautions to safeguard ourselves, our families, and our businesses, take some time to consider customer service in the here and now. Doing so will help your business not only survive during these times but thrive.
Here at Roofing Webmasters, we are here for you every step of the way. If you are ready and willing to utilize this crisis as an opportunity to demonstrate value to your customers, then read our customer service tips.
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Let People Know
If you are running your business during these times, it would be extremely helpful for existing and potential clients alike if they knew that you intend to take the necessary precautions to keep them safe. In this time, the last thing anyone wants is to have a bunch of roofers on their property who are coughing and possibly spreading the novel Coronavirus. So the first step you should take towards maintaining a high level of customer service during this pandemic is letting your customers know that you will take the necessary steps to keep them safe. Update your website to reflect the safety practices you and your crews will be implementing, let people know when they call, and ask about your services and you can even send emails to your current customers updating them on your safety policy.
Follow Through
It’s one thing to say that you will keep your customers and team safe, it’s quite another to actually follow through. The first concern on everyone’s mind as they venture into the public or have people come to their homes or businesses is face masks. Make sure you and your team have plenty of face masks when they are on the job. You can also let your customers know that you will be mainly outside and that if you need anything, you will simply knock on the door. Physical distance is important so try not to be too “in your face” when you are speaking to a customer in person. While that may be your normal style, it will make your customers wary and unlikely to use your services again in the future.
Modernize your Communications
Your customers will appreciate your efforts to limit physical contact. If you don’t have to physically be on the job site, try not to be. Instead, try to communicate with your customers over the phone or, if the situation calls for visual aids, reach out to them over Zoom, FaceTime, or other video chat apps. As a roofer, it may be hard to let your customers know what needs to be done over the phone so these video chat apps can be beneficial to get on the same page as your customers.
Keep Things Basic
This one may be hard since almost everyone is feeling the effects of the economic crunch. But if all possible, try to limit the number of workers you have on a job site to those that the job actually needs. People may get uneasy if they see a big crew on their property unless the job really necessitates such a workforce. By keeping your team scant, you are showing the customer that you care about their safety and health.
Reach out Online
Just because we are social distancing during this time doesn’t mean that we can’t interact with our customer base. Now is a great time to respond to all those comments left by customers on your social media page and reply to some of your reviews. Replying to reviews is a great way to show your customers that you care about their interaction with your company and you don’t need to put theirs or your health at risk to do so. Responding to social media posts is also a great way to engage customers and develop a rapport with them.
Show Empathy
And as it is eloquently explained in this Forbes article, people are frustrated these days. Not only is the looming virus stressful but services are down or really slow all over the place. Show your customers that you understand their frustration and that you are doing everything in your power to help them. Reach out to them in an email, call them on the phone or simply post a message on your website and social media page acknowledging the frustration that many customers may be feeling and assuring them that you are working to fill their roofing needs.
Customer Service Tips for the Future
All the customer service tips we have laid out here sound like they are for the here and now – and they are. But all of these tactics revolve around considering the thoughts, concerns, and feelings of your customers – an approach that any successful roofing contractor must adopt.
The above customer service tips will surely help your customers trust you during the pandemic, but they will remember the thoughtful service you provided at this time. And they will be that much more likely to continue with your roofing services when things get back to normal.
For more help with your roofing contractor business, please feel free to reach out to us here at Roofing Webmasters.
