You know how it feels to be on the dialing end of the phone call to some 800 number when trying to decipher your latest invoice… a series of recorded messages and generically scripted answers that someone deemed a suitable substitute for customer service. Unacceptable! We are in the business to service our customers, and that is exactly what we must do… and here are some tips to make that happen.
1. Communicate. Everybody wants to be in the loop. Even if you think you are being enormously irritating and are creeping ever so close to the limits of your unlimited minutes… make the call. Whether it is a change in plans, a revised ship date or an update on progress, the homeowner will appreciate it. There is a line that should not be crossed, though. Conversations should be professional and friendly, but never personal or inappropriate. You lose a lot of credibility if you delve into the realm of your messy divorce, the recent imprisonment of your daughter-in-law, or how much of what liquor you drank the night before.
2. Empathize. Living through a remodel or overseeing a new construction project is stressful enough when it is your full time occupation. Add to that the fact that many homeowners have full time jobs, children, hobbies, and at least occasionally like to just chill out at home… this is a recipe for stress soup. If we keep in mind what a homeowner is going through, and remember sometimes things just get to be overwhelming, it can help to empathize. There is nothing more disarming to a frustrated homeowner than a well placed and heartfelt, “I understand how stressful this is” or “I’m so sorry this is taking longer than we anticipated”.
3. Be honest. I would rather someone admit they screwed up and offer a way to fix it than to blame someone or something else. I have even had customers bring me gifts after I admitted a mistake! Possibly because it is so refreshing in our community, and most definitely because humility is a virtue. But don’t forget the second part of that statement. Make sure when you approach a customer to discuss the problem that you have already worked out a couple solutions in advance. This will assure the homeowner that you are still in control of the situation.
4. Have a sense of humor. I don’t mean tell jokes on the job site. What I do mean is that you are going to be spending a lot of time with these folks and you better learn how to be chums pretty quick. Keep things light; remember we are awaiting the arrival of building materials, not a lung. It’s been said that if you can’t laugh at yourself, who can you laugh at? We shouldn’t make light of a truly devastating blow to the project, but if you get knocked down, get back up and figure out a solution. You will keep a customer’s confidence in you stronger if you can keep a healthy balance between letting things roll off your back and hustling to find a solution.
5. Be confident. So you don’t know everything about construction. Fine. Nobody does. If a customer asks you a series of questions that throws you for a loop, simply smile and say something like, “You’ve given me a lot to think about. Can I get back to you in a few days with some answers?” That can buy you some time to do the proper research. Some people thrive on presuming to know more than you. Don’t confirm it by making up a bunch of stuff and letting it tumble aimlessly out of your mouth. Some customers just love to doubt you. Saying something like, “In my experience, it is best to _____” reminds them that you are the experienced professional.
6. Be available. There is nothing more frustrating than talking to the back of someone’s head. You know… the guy who is way too busy to stand still long enough to hear you out and starts walking away while you are still talking. Whoever you are talking to should have your full attention. If someone more interesting walks into the room, try your best to resist taking your focus off the current conversation. If someone walks in that you absolutely must talk to before they get away, politely excuse yourself, have a brief conversation, and then get back as quickly as possible. This goes for phone etiquette too. If it rings and you aren’t busy, answer it. If you go into a meeting, silence it. If you are already talking on the phone to someone about something important, let call waiting do just that.
7. Hustle. I absolutely love it when I ask for something and the person getting it for me nearly trips over himself going to get it. You’re never going to see that kind of hustle from the chain burger joint, but you just might find it at your locally owned hardware store. They care about their customers and it shows. Customers will appreciate it if you show a little hustle, too. It shows that you care just as much about their project and getting it done as they do.
All this boils down to is The Golden Rule: Treat customers as you would want to be treated if this were your dwelling. These folks have invested a lot of money in the structure, a lot of emotion in the project and a lot of confidence in you. They just want to feel that they have made a wise investment.
Juliet Bauer, of Classic Cabinetry, graduated from University of Tennessee at Chattanooga’s Interior Design program in 2000. Her designs have been featured in Who’s Who in Chattanooga magazine, Signature Kitchens and Baths, and has had multiple kitchens featured in the Junior League of Chattanooga’s ‘Tour du Jour’.
“As the designer on a project it is my job to bring my customers’ dreams to reality. As a project manager it is my job to make sure all of the elements of the design come together in a timely manner, and within budget.”
Juliet is certified by the NCIDQ (National Council for Interior Design Qualification), is a member of the NKBA (National Kitchen and Bath Association) and has been in the design industry since 1999. Though she has spent most of her career specializing in kitchen and bath design, she also continues to design other rooms of the home. To view some of Juliet’s work, tour the Classic Cabinetry showroom, located at 2525 Broad Street, Suite 101, Chattanooga, or visit the website at www.classiccabinetry.us.
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This is excellent advice to be successful in any profession. Well presented with a charming attitude !