You know that feeling of excitement and value that you get when you buy an expensive product that is beautifully packaged? The consumer experience is more than just the actual product you receive, it is, quite literally, the experience you have in relation to the product. Whether it is high-end packaging, a handwritten note of thanks, or any other small detail that makes you feel special when making a major purchase, the simplest things can make a lasting impact in your overall satisfaction as a customer.
So, how does this translate to the home remodeling industry? Although you aren’t just packaging a product and sending it off to the end consumer, there is still the connection of your customers making an investment in something that is important in their lives.
And it pays to present your services in the best way possible to personalize their experience!
You want your customers to feel like they made a wise choice in choosing your company as their home remodeler, and there are a few simple things that you can do along the way to support the emotional experience of investing in home renovations:
1. Polish Your Home Presentation
Companies within the home service industry can have a reputation for pushy sales tactics and convoluted estimates, so it’s important to let your customers know from the start that you’re not like the “other guys”. Train your sales reps in providing low-key, efficient home consultations that focus on the needs of the specific homeowner—without the pressure! By truly listening to their concerns and ideas, you will get a better understanding of how to personalize the rest of the process for them.
2. Provide Tangible Design Plans
It’s one thing to have your customers sign a piece of paper outlining your contract for their upcoming home remodel, but if you really want to make them excited about the process, focus on the visuals! Computerized design plans and drawings can deliver a first-hand look at what their remodel will look like once completed, and this helps them see exactly where their investment is going.
3. Regularly Check-In Throughout the Process
Once installation is underway, customer service becomes the cornerstone of a positive experience for the homeowner. If possible, break down the project into stages, and make the time to do a walk-through or consultation with the homeowner after each step of the process to hear any thoughts, concerns, or ideas they may have going forward.
4. Personalize Your Follow-up
The installation is complete, your crews have left, and the homeowner was satisfied, but that’s not where the customer experience ends! Like the bow topping off a beautiful package, you can put the finishing touch on a remodel by reaching out after completion. Consider sending a personalized, handwritten note, thank you card, or incentive to the homeowner to acknowledge your appreciation for their service and to leave them with a positive last impression that encourages them to spread the word about your services.
Home remodels are more than just a black-and-white contract. They are an emotional experience that changes the look, feel, and comfort of the home where your customers spend their time. So make it an experience that makes an impact by packaging their project in a customized, personal way to allow your business to stand out from the crowd!
LivingSpace Sunrooms is a company that is dedicated to the complete satisfaction of our customers and the success of our valued dealers throughout the country, and we’d love to talk with you about the difference you can expect by growing within our innovative business model. Request a callback today, and we’ll be in touch shortly to tell you more about how LivingSpace products can help you expand the success of your business.
