Customer-Centric Strategies - What Residential Customers Truly Want from a Service Business


In today’s digital-driven marketplace, building meaningful relationships between service providers and residential customers can be a challenge. While online platforms make it easy to find and schedule services, there’s often something missing in the customer experience. In certain markets, the “click, schedule, and pay here” business model works well, in other markets, not so much.

Turning your service business into a basic commodity may lead to short-term gains, but it will lack longevity and genuine customer connections. So, what do residential customers truly want from you? How can you persuade them to choose your business?

Respect and Recognition

The Golden Rule is a rule for a reason.

Treat your customers as individuals. Personalize your customer relations as much as possible. There’s nothing sweeter to a customer than hearing their own name. Addressing customers by name throughout your interactions, whether in emails, texts, or conversations, shows respect and instantly sets a positive tone for the relationship.

Respect their time. Make interacting with you and your business easy. Your customers don’t want to jump through endless hoops to contact you or have their questions answered. Make sure your customer facing systems and procedures are efficient.

Sell with respect. Don’t hound your prospects with calls and emails or use smarmy marketing tactics. The modern consumer is savvy and sick of annoying marketing. You’ll get blocked or annoyed instead of making a sale. And avoid instant and pushy upselling with your current customers. Nurture them instead and treat them like you would like to be treated.

Empathetic Listening

Customers want to be heard and understood. Avoid making assumptions and truly listen to their needs and concerns. Dismissing customer feedback or complaints can lead to missed opportunities to solve their problems effectively. Instead, exercise patience and humility.

Engage with your customers on their preferred platforms. Social media is a part of modern life and business. Know your target customer well enough to be present where they “live” on the internet. And engage with them! Respond to comments and DMs, offer content they like, and ask them for their input.

Swift Problem Resolution

Customer satisfaction is at the core of your business. Act promptly and decisively to address any issues or concerns. Your dedication to easy and peaceful problem-solving will earn trust and positive word-of-mouth.

Even if you don’t have an immediate solution, demonstrate your commitment to the customer’s satisfaction by finding alternatives or connecting them with the right resources. Remember, they are people not problems.

And acknowledge your mistakes. Your customers aren’t perfect and neither are you. Authenticity and emotional intelligence goes a long way. Your customers will be much more open to your explanations and solutions, and you’ll earn a great deal of trust.

Trust and Trustworthiness

Following through on your promises and commitments demonstrates your trustworthiness. Never brush off customer concerns, as every interaction shapes their perception of your business. Customers crave trust in their service provider relationships.

Provide excellent customer service. This is the most immediate and effective way to show your customers you respect and value them, their needs, and their time. Make sure your customer facing processes and procedures provide a smooth and enjoyable user experience.

Be transparent and authentic. Share who you are as a business and a person. What’s your brand story? What are your company values and how do you demonstrate them? Introduce customers to your team.

Share your entrepreneurial mistakes and how you’ve grown from them. Be relatable. Be human.

Feeling Important

Treat each customer as if they are your top priority. By providing personalized attention and making them feel valued, you’ll elevate their satisfaction and reinforce their loyalty.

Make a habit of thanking them for choosing you. Create a customer care strategy and initiate appreciative contact: call bi-annually, send holiday messages, offer loyalty discounts, have a periodic drawing for free services, or ask them for feedback and do it.

Put on your Sunday best, so to speak. Make sure every stop along the customer journey is professional. Keep your website updated, be consistent on your social media platforms, make sure your brick-and-mortar store is clean and presentable, and encourage your team to be presentable, too.

To learn more about how to build better customer relationships by addressing customer apathy, click HERE.

Final Thoughts …

Remember, customers can sense when you genuinely care. Poor service or miscommunication can drive customers away. Simple mistakes like tone of voice or failing to meet their needs adequately can make a significant impact on their decision to stay or seek alternatives. Proactively ask customers about their expectations and prioritize personal contact to gain valuable insights into their thoughts and feelings about your business. Regularly monitoring customer satisfaction and exceeding their expectations will demonstrate that you care and foster long-term relationships built on trust and quality service.

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