The Art of Customer Contact in 2020

The Art of Customer Contact in 2020

While the United States deals with the fall-out from COVID-19, including a teetering economy, it’s more important than ever for small businesses to maintain contact with their current client base. It can be easy to assume that in this precarious time, residential and commercial customers may not be able to afford home improvement or remodeling projects. However, Home Depot saw a more than 20% increase in Q2 2020 sales versus the same timeframe in 2019. And most of that revenue growth they attribute to people having more time at home to evaluate and implement projects.

So, people are considering the state of their surroundings and this might make now the perfect time to ping your customers and remind them of your services. But what’s the best, and most sensitive way to do it? Here are some tips.

  1. Reach out strategically. It’s not necessary to send out an email everyday to remind your customers that you exist. An email once a month should suffice and help to keep you top of mind. Also, while you might feel it’s necessary to mention the current state of the world in your messaging, a quick reference to things being difficult should be enough. We’ve moved past the grand gesture stage of the pandemic.
  2. Remind customers of all the things you can do. If your company can handle smaller jobs, don’t forget to make that known, especially if you’ve worked with clients on a grander scale in the past. People may not consider you for a smaller project simply because they don’t know you’re willing to do it. This is one way to convert some of those Home Depot DIY dollars into revenue for your business.
  3. Clearly explain your social distancing precautions. When reaching out, make sure you clearly state how you and your on-site workers will maintain social distancing standards. Requiring masks for all employees when working inside a client home, wearing gloves or other protective gear and sanitation of tools are all things that might be of interest to your clients. Also, clearly state if you and your team would be more comfortable with clients wearing masks as well. While some may do so out of courtesy, others may not think to do it when inside their own home.
  4. Openly discuss billing and payment options. You should know before you provide a client an estimate if there is any wiggle room in your payment terms. If there isn’t, no worries, but if you can swing some flexibility it might make your customers more willing to approve a project. And keep in mind that some clients (i.e. most) probably won’t confess that money is their primary concern. While it’s a delicate topic, have a plan in place for how to address payment terms and billing before speaking with your client.
  5. Reach out just to reach out. Every client communication doesn’t necessarily have to result in a job. It is important to maintain communication with clients during this time simply to remind them you’re there. Relationship management now can yield success later, so don’t ignore the benefit of saying “hello.”

At Estimate Rocket, we work with our clients to develop contactless estimates that can be provided to clients and paid for with no person-to-person to contact. Contact us today to find out how we can enhance your current process and help your business evolve and grow into the next fiscal year.

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