Homeowner expectations in the home service industry can be fickle - in many ways, their expectations are interwoven with their emotions, which creates so many additional complexities within the home service industry. As a business owner, it’s difficult enough to run your company, let alone navigate the world of homeowner expectations.
The heightened connections and emotions that fall under the home service industry can be more complex for business owners. You have to be their guide throughout their experience, almost like a teacher. The more you educate, the better they’ll feel, and the easier it will be to meet their expectations.
That’s why we’re here to break down the various homeowner expectations, and how you can meet them before, during, and after service.
From start to finish, homeowners need to be reaffirmed in their choice. Just because they selected your company as their home service provider, doesn’t mean they won’t turn to google for answers the second something changes, or another problem resurfaces.
Just like a student, they’ll want to feel reaffirmed when something positive happens, and like you care about their thoughts and feelings throughout the service. If they feel overwhelmed, confused, or stressed about the ongoing service happening to their home, it’s up to you as their service provider to soothe those fears. While it might seem unnecessary at times, it’s essential to maintain that affirmation. You’ll be able to explain what’s going on within their home more in-depth than a string of Google articles.
If they have more questions about your services and require more information outside of what you’ve provided them, schedule a time to meet prior to service and talk them through the service step by step. They’ll feel more confident in your abilities, and it reinforces why they chose you as a service provider. Or, if you don’t have time to talk but want to address their problems, refer them to your FAQ page or existing content on your website that can help them until you can meet face to face.
For more insight, take a look at The Best Customer Service Practices: Six Secrets to Happy Customers.
Depending on the type of service you’re providing, it might take more than a day to complete the job. For instance, roofers, HVAC technicians, plumbers, remodelers, and landscapers, might take weeks to complete their project. Not all homeowners understand why it takes so long to complete a project, but they do expect frequent updates - and answers to all of their countless questions.
Communication is key with homeowners. Provide multiple ways to get in touch, via email, phone, or the ultimate customer service experience, a chatbot, on your website. While it’s natural to have busy times of the day, try to get back to them within 24 hours so they feel reassured that you’re addressing their needs.
For instance, if your a realtor, and a homeowner messages you about a home price dropping and wants to place an offer, it’s important to get back to them in a quick time frame. The sooner you answer, the happier the client will be.
There will be different instances and circumstances for every field. However, keeping yourself available, or setting aside a time to answer emails and voicemails are the best way to keep your clients engaged long term.
Most homeowners want more than just your service - they expect the best, and a part of that means holding true to what you promise. Setbacks aren’t an option for some homeowners, so it’s important to address issues or complications calmly.
Deadlines are an essential part of the service industry, but naturally, things happen that are out of your control. Whether there are more repair, service, or installation requirements, than expected you have to express these changes early on, so you aren’t facing backlash from homeowners.
The important thing is sticking to your outlined service expectations, so the homeowner can’t get upset if things change. You also have to be transparent from start to finish, so even if you have to deviate from original service plans, it doesn’t come as a surprise to homeowners.
For more insight, take a look at Marketing to Homeowners: 3 Ways to Build Trust Before You Knock on Their Doors and Three tips for Marketing to Homeowners.
It goes without saying that your experts within your field - sometimes that means saying hard truths and being honest. If there is a course of action that needs to be taken, advise accordingly. You know what needs to be done, and they’ll value your honesty more than anything. At the end of the day, homeowners just want to feel taken care of, and so long as you prioritize the service above anything else, you’re going to have happy customers.
Homeowner expectations can be difficult to navigate, but your inbound marketing strategy shouldn’t be. That’s why we’re here to help you plan a digital marketing campaign that gets results, so you can worry about the tasks at hand. For more resources, check out How to Win Over Millennial Homeowners, and Making The Most Out of Digital Marketing as a Home Service Provider.