For many homeowners, a remodeling project is a roller coaster of emotion. They start excited about all of the possibilities, but quickly become overwhelmed and vent to you about any issues that arise. You can probably think of a client who fits this description. But do you realize that the venting and dissatisfaction can continue long after the project is complete?
An unhappy client can damage your business and your bottom line. That’s because they are less willing to rehire or recommend you, which many argue is the second most important performance measurement after revenue. Plus, negative word-of-mouth travels fast. A McKinsey study found customers will tell an average of 9-15 people about their negative experience.
However, by making customer satisfaction a priority, you are more likely to see an increase in new and repeat business, stronger client relationships built on a foundation of trust, and more.
A report published in Remodeling magazine showed how one company was able to directly translate a $100,000 dollar project with one very satisfied costumer into “$4.7 million worth of work over [the next] 12 years.”
One way to boost client satisfaction? Focus on the client and keep homes livable during the remodel.
From the project’s timeline to temporary living logistics, there are a lot of factors to consider when prioritizing livable remodeling. However, the largest contributor to homeowner dissatisfaction during remodeling is jobsite dust.
85 percent of homeowners say jobsite dust is the most serious inconvenience of remodeling and
81 percent of homeowners are unsatisfied with contractors’ dust management.
Unless the contractor has a livability plan for the homeowner—and the tools to effectively execute that plan—the homeowner will be disappointed and, potentially, in danger. A recent study shows that homes being remodeled have five to eight times the amount of particles in the air than homes that are not being remodeled. Remodeling dust—some of it so small you can’t see—can damage a homeowners’ belongings and short- and long-term health.
By employing a dust management plan, you’re showing the homeowner that you’re a clean contractor who cares about his or her livability during the project. This builds trust and leads to higher customer satisfaction—and repeat business.
Continue to look at the project from your client’s perspective. This is a big investment for them—both financially and emotionally. Build trust by communicating regularly, managing their expectations, and being a true partner throughout the entire process.