What's your recommendation rate with your customers?
In general, there are three stages every consumer goes through before making a purchase decision.
The first stage, problem recognition, is when a need presents itself. The second stage, information search, is when the consumer begins looking for a solution. The third stage involves evaluating the alternatives. While these three steps almost always occur, the time spent in each stage varies depending on the weight of the purchase decision. In other words, significant purchase decisions, like a home or car, take more time and consideration than say, which brand of toothpaste to select.
When it comes to residential construction projects, there are many factors that influence a homeowner’s decision-making process. Each step leading up to the purchase decision is expanded simply because there’s a lot at stake. For instance, most homeowners don’t wake up one day and hire a contractor without putting much thought into it. Instead, they wait until the time is right, use their available resources to conduct research, and then carefully weigh their options.
According to an article from TIME, there are three groups of people that significantly influence the decision-making process for homeowners. Take a look at who has the power to impact your future business:
People with whom customers interact with at your company
This refers to members of your team. Office staff, project managers, and subcontractors can all impact a customer’s overall experience. Therefore, it’s vital that you develop a culture of quality at your company.
People whom customers know in real life
Referrals are not only successful business generators, they’re also powerful credibility boosters. If you deliver great service to your clients, they will recommend you to friends and neighbors. Generating quality referrals can be accomplished by simply conducting a survey and asking whether they know of anyone who would be interested in your company’s services.
People whom customers know and trust online
According to BrightLocal’s 2017 Local Consumer Review Survey, “97% of consumers read online reviews for local businesses in 2017”, and “85% of consumers trust online reviews as much as personal recommendations.” This means it is extremely important to take online reviews seriously. Good reviews start with good customer service, and good customer service starts with a great bottom line.
With GuildQuality’s comprehensive reporting features, you’ll have all the information you need to analyze team company performance. Plus, GuildQuality’s easy-to-use marketing tools allow you to promote your success, and attract new business. Sign up for a free trial of our service today!
