If a customer needs a home-improvement service, most likely there are a plethora of choices of contractors. With the advancement of technology, it’s easier for them to search for contractors that will match their requirements. With this, businesses have to find ways to stand out and one way to do this is through good customer service.
The right approach for any business, in whatever niche they may be, is to become customer-centric. In simple words, the ultimate goal is to make customers happy and make everything easier for them. So aside from producing quality work, going the extra mile is now a must.
With these, we are introducing two concepts – Proactive and Reactive customer service.
Difference between Proactive vs Reactive customer service
Reactive customer service – as the word suggests, reactive customer service is when businesses react based on the behavior of a customer, for example, an inquiry, a bad review, customer issues that need to be resolved, dissatisfaction expressed on services, and so on.
The business has to be prompt in delivering a solution and resolving issues to ensure a great customer experience.
In reactive customer service, you will notice that it’s the customers who make the first move or they are the ones who first reach out.
Proactive customer service – this is when businesses find ways to anticipate any possible challenges that customers may encounter and provide ways to cater to those. The goal is to have preventive measures in place. This also allows businesses to catch possible issues before they roll into something bigger.
Our focus now is on how to integrate proactive customer service into your business. Note that we are not saying the reactive customer service is bad per se especially when done right. However, you’ll also see why we encourage proactive customer service for contractors to be more competitive in the market.
Ways to offer Proactive Customer Service
- Have omnichannel customer service – this simply means that you are providing your leads and customers with different channels to reach you. It could be through a website, social media sites, email, multiple phone and mobile numbers, and more. Customers usually have their “preferred” way to communicate, and you are thinking ahead to making it easy for them to reach you. Note that you have to make sure when queries come in, you are able to answer in a timely manner.
- Have FAQs on your business pages – don’t wait for customers to ask you questions, as a part of your business page, adding FAQs or necessary info about your business should be highlighted. If you are a part of Same Day Pros, one way to maximize your “exposure” is to make sure that your page has all the necessary information for your possible leads. Don’t allow your customers to second-guess what you are offering. Your page content should aim to answer questions even before they arrive.
- Create knowledge-base – in addition to FAQs, you can also throw in some how-to videos, share information about the industry, and more. This is perfect, especially for social media accounts. You are establishing yourself as an expert in your industry, assuring possible leads that they are dealing with professionals.
- Ensure immediate response – this could also be reactive customer service, but to convert it to proactive customer service, you have to think of ways on how to make things easier for your customers. For example, as a Same Day Pros service provider, all you have to do is activate the GPS-based system and you’ll never miss an inquiry, as you get real-time notifications wherever you are. Remember, customers, want to be answered immediately.
- Ask for feedback – asking for feedback should be a part of any business. After a service (or even while ongoing), ask for feedback regarding their overall experience. If they have issues to raise or if they are dissatisfied, before they could even throw a one-star review, you will have the chance to resolve the issue. Remember to also genuinely show appreciation for every feedback that you will receive, whether negative or positive.Read: How to Overcome Negative Reviews on Your Business
- Update customers on status – reactive customer service will be providing statuses when asked, but proactive customer service will ensure that customers are well-informed in every stage of a project. Do not keep your customers in the dark, as this is a surefire way of losing them.
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