Stone Fabrication Customer Service
Stone fabrication has a lot of unique factors that separate it from other service related industries. However, in many ways stone fabricators have to give attention to the same aspects of business as any other company. One such area is customer service. Service tips is one of the aspects of stone fabrication mentioned on Granite Polishing Pads. But if you are going to provide a memorable experience for your customers, you must help them to feel understood. Let’s look at some basic customer service ideas that help accomplish this.
Effective Customer Service Means Listening Well
This may sound strange on the surface, but it really is important. In fact, you may even be thinking to yourself “that is obvious”, but think about what it takes to achieve that. Also, think about how it affects the bottom line of the business. In order to understand your customer, you have to must be a good listener. If your customer expresses a lack of interest in one of your features or services, how you listen will impact the relationship. Notice this quote from an article in the Countertops & Architectural Surfaces magazine Volume 10 / Issue 4 Quarter 4, 2017.
“If you upgrade your listening skills, you automatically upgrade your sales and your ability to persuade.”
That article was talking about the slaes process, but the premise of article also applies to customer service relationships. So, tip number one in our customer service ideas starts before the sale; listen well.
Customer Service While Doing the Work
Providing good customer service during the install process is also vital. In fact, the service provided during the sale and install of the process is just as important as the quality of the work and product itself. Efficiency during the sales and follow up process is key to getting things right for the customer. Many Fabrication professionals utilize forms to assist with various aspects of the sales and service process. The Natural Stone Institute provides a variety of forms to assist stone professionals with the customer service experience. A sample of what one of these forms may look like can be found here: Initial Contact Form.
Creating documentation throughout the sales and service process keeps the communication clear so that all involved know what to expect and what not to expect. And clarity is as important part of the customer experience.
Service After the Sale
Even after the sale is complete, customer service does not stop. Following up with the customer some time after the install is finished can speak volumes. Try giving your customer a call to see how they are enjoying their new countertop or stone surface. Some fabrication professionals send a gift to the owner of the new surface as a thank you present. Actually, some very thoughtful stone professionals even perform the first cleaning with a nice high quality product like Lustro Italiano and then leave the cleaning and maintenance kit as a thank you gift for the customer. That’s what Ageless Stoneworks Inc. out of Houston, TX. recommends in this discussion in the SFA forum.
The idea is that customer service is a way of doing business. It is more than a slogan or a way of selling. Customer service encompasses various aspects of the relationship between you, the fabricator or stone professional and the customer. It spans the entire range of interaction between you and your customer. From the first time they hear about your company or service to the time they recommend you to a friend.