Once in a while when I’m shopping for a new product or service, I’ll come across an offer that feels right.
- The website is easy to use, and has the right info
- The product is priced well, and has all the features that are important to me
- It’s easy to purchase, and delivered promptly
When that happens it feels like everything just clicks. Like the company made it just for me.
That is what great customer experience feels like. And notice — it started long before I ever talked to a sales person or signed a contract.
For contractors, this means your customer experience starts the moment a homeowner finds you online. Your website, your reviews, your response time when they call — all of it is part of the experience.
If you want to stand out from the competition, don’t just focus on doing great work (although that’s critical). Focus on making every step of the journey feel easy and natural for your customer.
The companies that nail this don’t just get customers — they get fans.