What Today’s Homeowners Really Want
And How Your Home Service Technicians Can Deliver It
Maya Angelou once said, "At the end of the day, people won't remember what you said or did, they will remember how you made them feel.” This quote doesn't just apply to family, friends, and co-workers, but business transactions as well.
The Gartner Group reports that 20% of a business' existing customers generate 80% of its profits. In addition to that, 87% of customers report that they will go to a businesses' competitor if they have one bad customer experience. The numbers don't lie: making your customers feel good is good for business.
At ServiceTitan, we know how high the stakes are in the home service industry. Professionals have to work right inside customer homes and it doesn't take much to rub a homeowner the wrong way—sending them to leave you a less-than-favorable review and checking out your competitors. That's why technicians' interpersonal "soft skills" are critical to the kind of customer service that means the most to homeowners.
Below, let's look at some things to keep in mind each time you or one of your technicians visit a customers' home.
1. Respect the Homeowner's Time
"They are professional, well dressed, courteous and friendly! Above all... Reasonable!!! I called them before noon and was told before sundown they got here at 2 pm, makes me a happy guy! "
More times than not, homeowners need to shuffle their schedule around to accommodate an emergency service visit. Therefore it's imperative that your technicians arrive at the appointment time set by your CSR.
In instances where a technician is delayed, it's also important that you keep the homeowner's in the loop. When your tech arrives outside of the designated arrival window without notice, it communicates to the homeowner that your business does not value their time. While this problem may be one of several that a technician has to diagnose in a single shift, it's the often the biggest problem that's inconveniencing the homeowner's entire day.
2. Be Descriptive
"Technician is professional, courteous, and knowledgeable. Took every opportunity to inform and educate. Highly recommend it!"
Because technicians usually know more about a homeowner's furnace, toilet, or circuit boards than they do, a lot of things can get lost in translation when trying to communicate what the issue is. This can make customers uneasy or unsure as to why a part, or entire new unit, needs to be purchased.
When your techs diagnose a problem, make sure that they communicate as much as they can to the customer. How does the unit work? Why does a certain part need to be purchased? Why did this problem occur in the first place? When answering these questions, use layman's terms as much as possible— it will empower the homeowner by making them feel like they're making an informed decision.
3. Be Considerate
"After the clean-up, it was as if no one had been there...the workers filled the holes well and put back our driveway pavers exactly as they were before the work. "
All your technicians should know that they are responsible for cleaning up any mess that may have been made while working on your customers’ property. This can be time-consuming, particularly if you just removed a 100-year-old boiler, but it makes all the difference. Leaving your customers with the job of tidying up—no matter how big or small the mess—adds more stress to an already stressful day.
Delivering an excellent homeowner experience isn't just making sure that your technicians solve a problem. It requires fostering real human connections between your technicians and your customers that will create lasting impressions and do wonders for your brand. We encourage you to download the Service Visit Checklist to see all the steps you and your techs can take to make your homeowners happy.