A construction job can be compared to the business of casinos and the gambling industry. A casino that enjoys the most success are the businesses that excel at selling an experience.
All of the bare offerings at any given casino is the same. Such as the chairs, slot machines, table games and the free alcohol. It’s the experience that sets them apart from one another. One might offer free tickets to a Broadway show or five-star steak dinner, while another might make patron’s feel like they are at home. Yet another might please the cool jet setters with loud music, bright lights type of nightclubs. Casino’s have to sell an experience to stand out from the rest. So whether it’s free gifts or out of this world atmosphere, the patron’s need to enjoy the overall experience to become repeat guests.
It’s the experience that brings people back to the business. Whether it’s a casino or some other kind of business, the experience will lead the customers to what is really being sold. In a casino case, the ultimate goal is to get the customers gambling. The happier they are, the more they will gamble. The business of a construction company is not very similar to the daily operations of a casino, however the tactics can be easily applied and have undeniable results.
As with the bare offerings of a casino, a construction job is typically characterized by the same things each time—a team of people using the same materials and the same tools and equipment to build a project that looks similar in scope to the project down the street. So what separates you from competitors? It’s the experience. It’s making the client not just satisfied, but thrilled. It’s keeping the project fresh, exciting and free from frustration. It’s constant communication. And, it’s delivering a finished product that exceeds expectations.
To start a successful experience for your customers, treat them like friends. Consider the client like family that you get along with. To make sure you’re working as efficiently as possible, attain construction software in order to save time, money, and have accurate data entry. Set a goal for every team member and the company as a whole in order to go far beyond your expectations
Keep connected with your customers, and keep them apprised of any changes with the project as you go along. Give concrete suggestions regarding how they can save money. Don’t miss the little things when you’re trying to see the big picture. Be ethical and check and recheck work to deliver on fantastic work. If your customer has a complaint, give it immediate attention and come to a mutually agreed upon solution.
Three ways to give your customers an exemplary experience:
Be engaging, responsive—Have every member of your team treat your customers the way they would want to be treated. Be respectful. It sounds simple, but be cheerful. Positive emails, documents, phone calls and personal interactions go a long way in the customers opinion of your company. Everyone has heard about first impressions, and it is true in the construction industry as well. Subsequent impressions will help your customer decide whether they will ever come back, but the first impression will get them in the door. When the term customer is used, included is every vendor or subcontractor involved with the company as well.
Nobody likes to feel ignored. Don’t leave your customers waiting for an answer or a return phone call. Have someone, or a team, be in charge of communication with customers. Have that person (or team) be the one to make sure all calls are returned, emails are answered, questions are answered and issues are solved. Computer software makes this job an easy task, especially the web-based ones.
Be efficient—Problems will arise with every project. It’s the nature of the business. However addressing the problems quickly and effectively will sit well with your customers and give them a wonderful experience. Project management software automates and streamlines processes that can be repetitive and riddled with human error. Having the whole team connected through a web-based platform improves the employees experience and therefore the customers experience. Your team can see what the project will become, not get bogged down with the immediate problem.
Exceed expectations—A construction company’s reputation is built over time. Experience and positive project outcomes leads to a good reputation. A bad reputation however, can happen with just one project that went south. Go above and beyond to make sure your customer is number one, not necessarily the bottom line.