Delivering quality aftercare for customers

While it’s obviously very important to supply and fit high-quality, affordable products to your customers, when it comes to delivering overall satisfaction, it’s crucial not to forget about aftercare. Not only does it guarantee a complete set of services for the customer, it can also have a major impact upon whether they return with more custom in the future.

Reviews, as everyone knows, can make or break a business these days, with disgruntled, dissatisfied customers often taking to social media to vent their frustrations. Indeed, research shows that people are, unfortunately, more likely to share negative reviews online than positive, so it pays to be courteous and helpful at every stage of the customer’s journey – which should be a matter of course for any tradesperson.

Providing quality aftercare post-installation can help to bring customers back for repeat trade.

Good old-fashioned word of mouth also shouldn’t be ignored, as family and friends often use the same services recommended to them by people they know, so a bad experience could put them off particular businesses. If any issues should arise after your work is completed but no help is forthcoming, then this could adversely impact your business and result in unhappy customers.

Quality aftercare is therefore a key part of the customer’s purchasing journey, so we’ve compiled a list of points to bear in mind if you want to get this just right for your customers.

What is customer aftercare?

• Warranties: Extended warranties show you care about your customers and are a great way to provide quality aftercare.
• Additional practical assistance: If any issues arise after the job is completed, such as faulty products, then being able to offer a solution – and promptly – will keep customers happy.
• Follow-up communication: Checking in with customers afterwards is a great way to deliver quality aftercare – a quick follow-up to ask if everything’s ok with the product/s and to see if the customer requires any further help is usually appreciated by most people.
• Providing general information: Providing product aftercare information, for example, may prevent the customer from coming back with queries and will, again, show that you care.
• Clear communication of contact details: Making it clear how customers can contact you, should they need to get in touch with any questions, is important as it shows you care and helps to instill trust. For example, provide an email address, telephone details and/or a live chat option.

Clear and concise communication with customers before, during and after fitting products will help ensure satisfaction.

How good customer care benefits you as a tradesperson

There are many benefits to the customer in relation to quality aftercare, of course, but how exactly does it impact upon your business? It might surprise you just how many advantages it brings.

• Repeat business: As mentioned above, satisfied customers are more likely to return with additional trade, so making sure they’re fully satisfied throughout the purchasing process will make it more likely that they’re not just one-off clients.

• Timesaving: If you’ve already provided ample follow-up information after completing the work then you can help to prevent customer queries post-installation, as they already have all the knowledge they need. This will ultimately save you time in having to deal with additional queries post-fitting.

You can also pre-empt questions by having sufficient detailed information on your website, including good web page content, blogs and a FAQ section.

• Builds trust: Being a dedicated business which delivers a thorough service before, during and after the work is completed is much more likely to build trust amongst customers. This, in turn, will help to boost your brand awareness within the industry as a reliable and trustworthy choice.

Providing customers with key information after job completion can help prevent further enquiries, ultimately saving you time.

Going the extra mile will always put you in a good light when it comes to customer service and it goes without saying that the more streamlined and efficient the service, the happier they’re likely to be.

Of course, you may also encounter customers who are a little trickier to handle and just never seem to be satisfied. In these cases, it’s important to remember to stay cool, do the best you can and communicate clearly, concisely and with professionalism.

Reliable trade services you can trust

At Bathshack we pride ourselves on delivering exceptional customer service from start to finish – including quality aftercare. From our extended warranties for tradesmen and our quick and easy ordering system, to speedy delivery and low-cost prices, we do everything we can to keep our clients at the heart of what we do.

Our retail customers also enjoy a similar great set of services, with the best-value prices on products, along with expert help and advice from our showroom teams and delivery drivers. We further provide insights and advice through our online content, including blogs, FAQs and email newsletters.

So, if you have any queries, we invite you to get in touch at any time – we’d be only too happy to help!

Find a wide range of high-quality bathroom products and tiles at Bathshack. For more information, just email our team at info@bathshack.com or give us a call on (028) 9077 0188.