Irrespective of how great your end of tenancy cleaning service is, you will find it difficult to win new clients if you have poor customer service.
Customers will associate a positive experience with your brand if you put their needs first. If you can make them happy, they will be more likely to do business with you again.
Read on to discover why you shouldn’t joke with customer service in your end of tenancy cleaning service.
What is Customer Service?
Customer service refers to how your end of tenancy business communicates with its clients, both in normal business dealings and in crises. It is the first line of defense when it comes to addressing customer concerns and keeping customers loyal, so paying attention to it can have a huge and positive impact on your bottom line.
Providing timely, high-quality end of tenancy cleaning service is a key component of excellent customer service, as is the use of cutting-edge customer engagement tools. Customer service also involves anticipating, addressing, and solving problems that come up before, during, and after an end of tenancy cleaning.
Importance of Customer Service in End of Tenancy Cleaning
It reduces customer churn
Since customer retention has such a large impact on a company’s bottom line, successful end of tenancy companies make it a strategic priority to provide excellent service to existing customers and keep them coming back.
A company must put customer service at the top of its list of priorities if it wants to keep customers for as long as possible. Since fewer clients leave, you spend less on getting new ones. Customers are more likely to remain loyal to a company if they are treated well.
However, the reverse is the case when customer service is subpar. Nearly 90% of customers have abandoned a company due to a poor service experience. On the other hand, a whopping 86% of customers will pay more for a better customer experience.
It helps you meet customer expectations
People are not just hoping that an end of tenancy cleaning will deliver great customer service, they are expecting it. Over 65% of people expect more from customer service today than they did 3 to 5 years ago.
Hence, providing excellent customer service is a way through which you can meet your clients’ expectations and portray yourself as the go-to end of tenancy cleaning company.
It boosts employee’s productivity
One of the main reasons why Top Cleaning GB invests in offering excellent customer service is because it makes their cleaners more efficient and productive.
If your cleaners can provide outstanding service to customers, they will be able to resolve issues more quickly. As a result, both the customer and the cleaner save time with each interaction.
Many customer service representatives complain of being overworked, so it’s crucial to provide them with a quick way to resolve issues.
In other words, providing outstanding service to customers is not something that just happens. All you need is the proper setting, knowledge, and resources to pull it off.
The time a cleaner spends trying to comprehend a customer’s problem can add up quickly. They may be able to identify the issue, but it may be difficult to explain the next steps to the customer. Cleaners need to work hand-in-hand with clients to have a full grasp of the clients’ challenges and provide the required solution.
It increases customer retention
Although attracting new customers is important, it is just as important to keep the ones you already have. Customer retention is much more cost-effective than customer acquisition. Improve customer satisfaction and retention by providing fast, efficient service.
You make more profits when the percentage of returning customers increases. In other words, repeat business reduces the overhead associated with acquiring new customers.
Top Cleaning GB, like many other reputable end of tenancy cleaning businesses, uses several strategies to provide excellent customer service and increase customer retention. These include:
- Immediate support via live chat
- Real-time individualized support
- Consistent omnichannel service
- Tailor-made end of tenancy service
It adds value to your end of tenancy cleaning service
Offering top-quality service to customers is a surefire way to boost their opinion of your product. Added value may result in increased revenue. Some clients will happily pay more if you offer them a stress-free and quality end of tenancy cleaning service.
Since customer service representatives interact with customers regularly, they bear the weighty responsibility of personifying the brand’s guiding principles. If your customers are happy, they will likely tell their friends, who may become new customers. Having a good reputation in the public eye can do wonders for revenues.
It gives a competitive edge
Contemporary brand competition is based on more than just low prices and high quality. A competitive edge in a market where two companies offer essentially the same product or service can be gained through a dedicated focus on the customer.
Most customers will tell you that great customer service is the main reason they keep hiring the service of a particular company.
However, 61% of customers would go elsewhere after just one negative interaction. Customers are more likely to give up after two bad interactions.
Similarly, it’s highly unlikely that they’ll come back even if a friend tells them that the company’s service has gotten much better. This is because most customers don’t go back after a bad experience.
The importance of providing excellent customer service in end of tenancy cleaning cannot be overemphasized. It is the standard for gauging repeat business from existing customers. In a market where end of tenancy cleaning services are competitive, this could help to bring in new clients.
The well-trained cleaners at Top Cleaning GB always ensure they guide tenants on how they should prepare the property before the cleaning team arrives. The team always keeps the communication channels open right from the first request to the completion. This form of customer service gives the customer a hassle-free experience.