Do you ever wonder how many people all time have crossed the threshold of interest for your business services or products? Have you ever run out of leads and wondering where to find the next new batch of customers? Both questions deserve a dedicated and systemic process to developing answers. The average business owner has no clue how many people hit their site to incoming callers to the general possible leads coming through their funnels.
Big mistake today and yesterday because your losing money not understanding your numbers. Typically if you don’t know your numbers of what’s coming in how do you set a target to hit for your team. What a customer relationship management system does is handle the past present and future customers information like buyer information, marketing follow up campaigns, and automation of these processes.
Once you have a organized manner of viewing hundreds to thousands of leads every year management can create more effective decisions to know their customers buying behavior more intently and what the market is doing. Customers pay businesses bills and salaries. So it how is it that the majority of the customer service experiences are left feeling unfulfilled. The management team isn’t familiar with who paid their services yesterday and they don’t have a system for follow up thanking the customer in hopes to sell more business in the future.
Home remodeling and commercial renovation services is notorious for the lack of customer service. Especially when it comes to home services like electricians, remodeling, and flooring and roofing specialists. I called 5 local home service professionals and the first issue I ran into is getting a person on the phone and on the schedule when I wanted to that sounded halfway interested and thankful I called. Once I finally lock in a date contractors show late, rescheduled, no call no show, and even canceled or turned away work up front due to claims of their schedule being too full to service.
This is a major problem for the average home owner who needs information and doesn’t understand the difference between the benefits of a roof replacement or a roofing coating. Or the customer that wants to get some electrical rewiring done but doesn’t understand why the price is so high even though they have no clue about electrical service. The customer relationship management software allows you to document all the leads wants, worries, must haves, and even objections. Once you understand that only 2% will be ready to buy and may only need that one visit to do business with you the other 98% will be waiting between the next 6-12 months to decide or for you to influence them to make one.
At this point the common home remodeling contractor who has been in business for years is labeling these potential clients as “tire kickers” a waste of time, and not serious about deciding. This is another colossal mistake of responsibility. The average customer is not calling your business today to do anything besides get information especially in this home remodeling and home services industry. That means you must be prepared to systematically follow up on your estimates and proposal with useful content, special offers, and calls to action to stay with the buyer. These people will buy if not from you then from somebody else.
Creating lists of types of consumers that you interact with like leads that didn’t make a purchase, customers, and prospects will show you that you are able to reach out accordingly and uniquely for each of them. Not solely hand your paper estimate (which most people crumble and lose) and leave the job site to wait on the 2% that may call you down the line. Home services in a massive scale has yet to grasp proper follow up.
Try it yourself. Go and get a quote not from the number one placed home remodeling company on google buy from the ones at the bottom of the list. You’ll notice the trend of voicemails not setup, no professional greeting or phone etiquette or process, and how little printed or digital content the company will give you on what comes with what you want. The paper invoice is delivered in an age where an emailed invoice converts higher and is forgotten.
People shop to be sold not straight up buy especially when they have never heard of you before. You never know when a lead is ready to make a purchase so a CRM keeps them in the cycle of keeping you relevant in their minds without you calling or showing up every day which those home remodeling service pros that you found on the bottom of the search engine will rarely act out.
What was the last thing your potential client or actual customer said to you and the reason they didn’t make a purchase? The CRM allows you to be sure who was the last person interacting with your clients in your company and what the interaction was like. The history built over time creates an established long-term relationship. People are needing home improvements for their lifetime of the property they own. Why would a home remodeling contractor never call back or follow up days weeks months to years later to make a long-term client? This team is staying up to date with their CRM learn what they use in electrical service. http://www.electricianmariettaga.org
Your most valued asset to any business is the customer intel. Staying up to date on birthdays, decision making timelines, customer desires, and what they have interacted and clicked on your pages will immediately give you an advantage of crafting and mastering your email, text, and follow up sales calls so you don’t waste their time. Without the CRM the focus of your business is off because there will be no dedicated automated system to do this work for you and track your focus on the customer.
Customer loyalty and retention is a part of the customer centric mindset that in the next few years will keep you stable in a market that is uncertain. The CRM assists the business to notice and create dialogue with customers at all stages for you to scale immediately not later. Here’s another example https://www.theroofrooferroofingatlanta.com/