When a homeowner reaches out to a contractor, they may not have a clear idea of what they want to achieve. They rely on your knowledge and experience to guide them. Asking a bit about who they are, what they want, and why they have decided to reach out to you can help you set parameters for the project and meet your customer’s expectations. Here are some questions that can help you get to the root of what your customer is looking for.
What concerns do you have with…?
Whether your customer has a weather-worn roof or poorly insulated windows, asking the customer what’s wrong or what problems they are having can help you get a clearer view of the issue. Once you know what the problem is, you can follow up with some “would you rather” questions to guide your customers to the solutions and materials that best fit their needs.
Why now?
Asking how long an issue or grievance with the home has existed can give insight into whether or not the project is a priority, any history concerning the project you should be aware of, or whether there are factors that have prevented your customers from taking action earlier. Follow up with questions asking why they are reaching out to you now. This will help you understand their current situation and motivations so you can head off any roadblocks that may pop up.
Example: If you customers put their project on the back burner due to monetary concerns, consider offering to prequalify them for financing. That way, they can pay for their project in low monthly payments rather than taking a large lump sum from their savings.
Why did you choose my company?
This simple question gives you a great list of dos and don’ts to keep your customer happy. Listen for keywords about what the customer values. They will likely tell you whether it was your experience, costs, convenience, or other factor that drew their attention. Take note of these qualities and make them a priority when dealing with that customer.
Do you have any concerns about the project in general?
Make sure you and your customer are on the same page from day one by asking about any concerns they have. This question will let you know of any special conditions you may have to accommodate. Is noise a problem for customers who work from home? Do the customers need their project done by a certain date? Plan for this in advance by tackling it during your first meeting with the customer.
Knowing what to expect from your customers and a project can help you save time once the project begins. Foundation Finance can also help you save time. Our financing process is quick and easy. Just send your customer your custom LaunchPAD link for them to apply for financing on their own time.
Not already a dealer? Contact us for more info: 1-855-241-0024, [email protected].
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