5 questions your customers are sure to ask your references
December 23, 2016 by JELD-WEN
Hey contractors, if you’ve been around the block for a while, chances are you’ve accumulated quite a few references. These are customers who were satisfied with your work, people you can trust them to give a good review of your business. So what sort of questions are people asking about you?
- “Were they on time?”
One of the biggest grievances customers have when getting renovations or building a house, is when workers show up late. People have busy lives too, and they may have planned on you being there and finishing at a certain time. Be sure to show up when you say you will, and if you have workers arriving on your behalf, make sure they know what time the client is expecting them.
- “Were they friendly and open to communication?”
If you and your team are going to be spending a significant amount of time at someone’s house or business, it is important that they find you to be pleasant, respectful and open to communication. If all of your references say “they did a great job, but they kept leaving coffee cups and cigarette butts on the grass,” it could result in a lost contract.
- “Did they stay on budget?”
Most jobs including an agreed-upon budget before the work begins. This should include costs, such as the price of new windows or a new door, labour, and any other required materials. Prospective customers will certainly want to know if you were honest, up-front and clear about anything money-related. Good communication is key in ensuring the customer is satisfied with the end result.
- “Were you satisfied with the work?”
Ultimately, the reason someone has hired a professional is to get a good return on their investment. It is important to go above-and-beyond to make sure the customer is satisfied with the work, and that your team has delivered exactly what they had asked for. If the client isn’t happy with the end result, they may still pay you, but they aren’t likely to give a strong reference.
- “Would you hire them again?”
Let’s face it, we’re living in the digital era and people talk. A negative review via social media could be damaging. On the flipside, if a person is happy with your work, and shares pictures online to show their friends and family, it’s like free advertising. Ultimately, a satisfied customer is someone who will tell their audiences that they would hire you again in a heartbeat. This is as good a reference as you can ask for. We hope you found these tips useful.
Looking to partner up with JELD-WEN for your next window or door job? Speak to one of our representatives at your local JELD-WEN dealer. You can use our handy dealer locator tool to find one near you.