All customer needs are based on respect.
Asking questions and listening to their responses allows you a better ability to meet the customer’s needs on every project. There are four C’s to having success in meeting the needs of your customers. Let’s consider the first two.
Care and Cleanliness
The homeowner has passed the care of their home over to you. This is very difficult for the customer. Think carefully and take your time to make sure you are communicating with the customer the steps you are taking to restore their home. For example, you may need to remove the floor because of the damage. Imagine how the customer would feel if all of the sudden they are seeing you ripping out the floor. Communicating with the customer and making sure they know the steps that are being taken will help put their mind at ease.
Their contents are a large part of the care of the customer. The contents to you the restorer may be just in the way. However to the customer, these are their belongings, they personally chose these things, and have great value to the customer. Take extra care, making sure you are covering them with plastic when necessary and moving them out of the affected area.
If you have to walk through the unaffected area of the home make sure you are explaining this to the customer. Offer to put down plastic to protect the unaffected area. Forgiveness is not better than permission in this area. Also, make sure you are putting up containment walls to protect the unaffected areas of the home.
Customers have no idea what we are doing. They are basing their judgment on how it looks. If it looks dirty they will assume you may not know what you are doing.
During demo make sure to clean up behind yourself. Sweep and wipe up all areas, making sure all debris is picked up. Remember not to pile up the customer’s contents one on top of the other. Also, remember to think of the equipment. Making sure the cords are not all a mess and running in a way that would prove as a safety concern for the customer when you are gone.
Remember the cleanliness of the project is directly tied to their opinion of your technical ability.
Stay tuned for the next two C’s!