Page 7 - The 7 Biggest Mistakes Trades and Builders Unwittingly Make
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Not measuring
            6 6                                     client satisfaction














           You are only ever as good as your reputation,       ceeding the service your competition provide!
           and you have probably heard of the old adage
           “it takes many good deeds to build a good rep-      My  recommendation  would  be  to  construct
           utation, and only one bad one to lose it.” (Ben-    your  own  customer  survey  using  a  free  tool
           jamin Franklin)                                     such as SurveyMonkey, but delegate this task
                                                               to your assistant or outsource it! Construct the
           It is very common in the SME market, including      survey so that the person completing it can do
           the Trade sector, for businesses to not proper-     so anonymously if they so choose, this ensures
           ly manage the measurement of the customer           that you are more likely to get real feedback.
           experience. By ‘properly manage’ I am referring     Make sure that the majority of questions can
           to having a structured mechanism that mea-          be quantified e.g. multiple choice, rating scales
           sures a customer’s experience, as opposed to        etc as opposed to free text, so that you are able
           ad-hoc feedback.                                    to  measure  trends  and  improvements  made
                                                               over time.
           The industry is not perceived as well as some
           – I know this may be contentious, but it’s true,    TOP TIP – Ensure that you have a structured
           most customers expect communication to be           mechanism in place such as a customer sur-
           poor within the Trades and Building industry,       vey to measure all customer experiences, and
           and for jobs to over-run. Now this is a good        allow you to see where the main opportunities
           thing, as it means that if you follow the steps     for improvement are.
           in this Ebook, you will be on your way to ex-





               EXERCISE



                  How would you rate the level of customer service you are currently providing on a scale of
                 1-10, with 10 being excellent?

                 Where would you say there is room for improvement?

                  What do you plan to do to ensure that your instincts are correct? Eg. Conduct a customer
                 survey etc









             7   Alison Warner The 7 Biggest Mistakes Trades and Builders Unwittingly Make  http://www.buildandgrow.org.uk/
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