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How important is customer service in the construction industry?

  • 30 Nov 2016

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When you’re running a construction business, your focus will always be providing customers with the best quality results. The business relies upon its reputation, but it’s important to remember that it isn’t just results that influence your brands image.

Customer service may or may not be a primary factor for your firm but in recent years and with the dawning of the digital era, the rise of Yelp and endless other resources that can affect your profits directly, it has become paramount. Regardless of what sector your business operates in it’s vital you’re ensuring that customer service remains at the forefront of your business plan.

The SME perspective

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A recent survey pictured above by Close Brothers has revealed while 76% of construction firms in the UK believe they have very high standard customer service despite 48% not having a dedicated customer service team. Furthermore, 44% feel that they don’t need one, with 19% feeling it is only larger organisations which need dedicated teams.

How a dedicated customer service team can help

While it is understandable that many SMEs may not have the available capital to be able to invest into this aspect, even having one part-time member of staff whose sole responsibility is to handle customer service can make a huge difference and allow you to focus on other aspects of the business. After all, your construction firm wouldn’t be operating now if it wasn’t for your customers so, it makes sense to try and keep them happy.

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Every client expects the same level of service and they expect to receive a fast, helpful, and friendly response to any queries or problems they might have. If you fail to deliver, your customers aren’t going to be shy about venting their frustration and experience online. Social media has become a particularly common place for consumers to air their views over their experience with businesses across the UK.

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Word of mouth remains one of the most powerful marketing tools so if a customer bad mouths you online, the effects can be detrimental to business. Constant online engagement, visibility and an active approach on social media are the first steps in making the most of positive feedback and nipping any customer service issues in the bud.

Survey information courtesy of Close Brothers Asset Finance

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