Aqua Finance, Inc.
Using technology to communicate with clients
Business in all industries are adopting more technology into their operations, especially those that are consumer-facing. Remodelers have a lot to gain by doing the same.
More than three-quarters of Americans have a smartphone, and when looking at people between age 18 and 29, that number is 94 percent, according to the Pew Research Center. Additionally, 77 percent of Americans say they're either "almost constantly" online or use the internet several times a day.
It's safe to assume that many of these consumers are interacting with some of their favorite brands online, and that they prefer to have digital communication tools available when communicating with companies. One survey from Verizon Telematics found two-thirds of consumers won't work with a home service company twice if they didn't seem technologically savvy.
Your remodeling company can make it easy for your customers to interact with you digitally. Here are some tips to get started:
1. Set expectations and explain your process
Different companies utilize digital tools in various ways, so it's important to communicate to your customers what they can expect from your virtual interactions. If you establish a certain process that can be carried out online, explain what it is and show them how to accomplish that task. Providing instructions or showing how to do the task can reduce confusion, and it's also an opportunity to get feedback on your new process.
Though many customers like to use technology when communicating with companies, unique people may have different expectations, Pro Remodeler pointed out. Some may prefer a text message to a phone call, while others' ideal communication method could be email. Find out what is easiest for each individual client and work to accommodate that.
2. Be personal when communicating
Communicating online is a little bit different than in person. Messages phrased the same way can come across differently in a new medium, so it's important to use the right tone and verbiage to appeal to your customers.
Personalization is key when communicating with people. Since they can't see your face or read your body language, you need to demonstrate through your messages that you understand what they're asking or telling you. Generic messages may make it appear as though you're screening messages rather than reading and comprehending their concerns or requests.
To avoid generic-sounding messages, use the customer's name or project details in your communications. This step will make the customer feel valued, and will instill trust in your company.
3. Detail what they can do with digital tools
Make sure your customers know how to use the digital tools to help them accomplish certain tasks. For example, when you partner with Aqua Finance, your customers will be able to make online payments easily through a customer portal. Be sure to detail this when offering financing, and welcome any questions they have about the process. To learn more about offering financing to your customers with Aqua Finance, reach out today.