How Technology has Pushed Contractors to have Immediate Response Times
On New Year’s Eve, just before the ball was set to drop for 2017, one of our contractors received a commercial water damage call. Because he made new leads and jobs a priority, this partner was and he was on the scene and starting work within the hour. What he didn’t know was that he wasn’t the first contractor to receive that call. Only moments before the customer called them, they called a different contractor who could not start work until the morning.
So what happened? Why didn’t the customer go with the first guy?
The first guy didn’t satisfy the customer’s needs in the middle of an emergency.
Technology and the Growth of Expectations
Technology has caused people to expect immediate results.
Because technology now provides us with all the things we want, as soon as we want it. We get the news as it happens, we talk to our friends and families instantly over a variety of mediums, every episode of The Walking Dead is online almost before it finishes airing, and companies like Amazon are beginning to offer limited same day shipping for the products we order online. It’s an amazing time to be alive! An unfortunate side-effect of this, however, is the rising need for instant gratification—no matter what services you’re looking for.
Expectations and the Human Element
People want things instantly, so is it any surprise that they expect the same standards from contractors and their staff? When your potential customers are looking for someone to answer their questions or help to get a home emergency under control, they aren’t going to want to wait a couple hours or a day for you to respond. If can’t give them instant feedback, they will simply find someone else who will.
If you want proof, just take a look at any company’s Facebook page. Those that know the importance of being available will provide their average response time right on the page.
Technology and the Human Element
Technology has caused people to want to be connected to everything instantly. They want direct communication with the companies that they are interacting with—and that means providing the human element.
If you think this hasn’t affected the home services industry then you are wrong.
Gone are the days that you can call leads within 24 hours and expect to get the job. These days, people want quotes for their jobs instantly and waiting ensures that you will miss out on some great opportunities. The best way to respond to this is to make it super easy for your customers to contact you on their terms—how and when they want. This could mean after-hours, on a weekend, or even on a holiday.
Being responsive at all hours is critical, whether you are an emergency home service company or not. This means not only being available for emergency phone calls but also to provide help and answer questions.
How to Respond
Being available 24/7 is difficult, but with the help of technology, you don’t have to do it alone. Products such as call routing, chatbots, and IVRs can all help you to interact with your customers at all hours of the day or night.
It’s good to remember, however, that home services customers will always feel more comfortable speaking with you over the phone.
The Rest of the Story
After being on the job all night, the contractor who took the second call was just finishing when the contractor that was called first showed up at the job site!
However, it was already New Year’s Day at 9:00 am.
He couldn’t figure out why someone else got the job and was a little miffed until he realized he missed out on over a $100,000.00 job!
Then he was pissed.
Talk about a bad start to the New Year.
The great news is that partner who worked all night knew that if you snooze you lose. And that old saying holds true now more than ever!
We offer many different types of home service lead. Flood damage leads are just one of them!