What Our Customers Are Saying About Us
Some folks tell us that we’re in the roofing business, but we don’t look at it like that. Sure, we plan, design, and install roofing systems for commercial buildings—and we’re one of the leading commercial roofing companies in the Western United States. But that’s not our true business. Our business is taking care of our customers, satisfying their needs, and building long-term relationships.
The Importance of Customer Service and Satisfaction
No matter what industry you are in, customer service always has to be the top priority of your business. But why it so integral to your business’ success?
Customers take away from your level of service a sense of who you are, and what your company is. How we treat our customers is a sign of how we look at things in life and how we hope to move forward in business.
Taking care of your customers, treating them as they deserve, conveys a strong set of moral values and beliefs on behalf of your business. It demonstrates there are more important things than merely making a profit. It shows that you desire to build something of value and try to change the world, even in the slightest.
Excellent customer service and satisfaction:
- Improves the public persona of your company and strengthens your brand. When you do good, you look good. Others see this and pay attention.
- Help to reduce overall problems. When you treat your customers as they deserve, they are more likely to be forgiving should a problem pop up. A customer who has received poor customer service in the past is more likely to make a mountain out of a molehill.
- Reduces employee turnover, because when employees see that a company treats their customers well, they feel that they are likely to be treated well too. Conversely, if employees see a company trying to be sneaky with customers, undercutting or short-changing them, employees will be fearful the company would take the same approach with them.
- Reduces market rejection. According to research, most unhappy and unsatisfied customers will tell around 15 people about their poor experience, with 13% telling twenty or more others. This can lead to potential customers rejecting your business. They will not even give it a chance.
- Acts as a differentiation point in a busy marketplace. There may be dozens of other businesses out there offering a similar product or service. When there is such a level of competition, the only way to differentiate your company from the rest is to provide a superior customer experience—to create better service and satisfaction than your competitors.
- Increases the lifetime value of a customer. A satisfied customer will look to give you more opportunities and more revenue than an unsatisfied customer. They are going to return to you for services and products, even if you might not have competitors beat on price point.
The Importance of Building Long-Term Relationships
In business, as in any other part of your life, maintaining a relationship is usually easier than continuing to have to build relationships time and time again. In an established relationship, both parties have familiarity with the other. They can anticipate interactions and understand each other. Building long-term business relationships is good for both parties.
- Existing customers who have good relationships are more likely to buy from you than a new customer.
- Customers who you have a good relationship with are more likely to recommend your product or services.
- Long-term relationships can help your business to keep going when the times are lean. Even when there isn’t much cash to go around, businesses that have a long-term relationship with each other are still likely to try and give each other what business they do have.
- Long-term relationships encourage teamwork between the company, the employees, and the client.
Taking Feedback on Board
Feedback is important to us. It tells us how the customer feels, their opinion of the work we’ve done, and the service and satisfaction we’ve provided. It can be good or bad. It’s not a matter of whether the feedback makes us happy; it’s a matter of if the feedback gives us pointers on where we excel, or where we need to improve.
That’s why we are constantly seeking and reading feedback. We’re so concerned with customer satisfaction that we regularly track our performance using a service called GuildQuality. It’s a premium source for information on commercial contractors and businesses serving commercial needs. In fact, we’re so diligent about our GuildQuality reviews that we’re the only commercial contractor to receive their prestigious Guild Master Award. And we’ve won it three years in a row.
Additionally, we’re not afraid to get input directly from our customers. Through that process, we can see where our customers would like us to improve. At the same time, potential customers can see unbiased opinions of our service and capabilities. At Highland Commercial Roofing, we are always looking for feedback.
We hope we’ve convinced you to contact us the next time you’re in need of a new roof for your building. We’re fast, professional, and customer-oriented. It’s not by accident that we’re the go-to commercial roofer all across the West Coast.