Now that we are well past the holiday season and beginning to settle into 2020, it’s time to get started on the goals we set for ourselves when the year began. Of course, every year a key goal is continued improvements in customer service so that Roofing & More is an even better roofing company.
Recently, I attended a summit where one of our top manufacturers, James Hardie, brought in several speakers that shared great insight into how the company provides such a great experience to its customers.
As a company, James Hardie’s goals are very much in alignment with mine. My vision for Roofing & More includes creating a great company culture with a good work-life balance for our employees, which in return creates better service for our customers. James Hardie also focuses on finding the best strategy for their business, which improves the entire process for customers. This summit sparked a few thoughts about our own processes – including what happens before the customer service interaction begins, and the overall customer experience.
The Customer Experience vs. Customer Service
Customer service is what starts the moment a potential customer contacts your company. How the customer is treated and how they feel walking away from the experience is largely based on factors that are in your control. But what about what the customer sees before they are able to talk to one of your employees? The customer experience begins as soon as they see your company name and the advertisement, website or review associated with it.
The customer experience is something that many companies don’t consider as part of their customer service, and is something that I aim to improve this year. Part of this means starting fresh with a new website based on features that we know homeowners want to see, the brands we carry and other helpful information. With a better customer experience comes better customer service, which is always a priority. I look forward to sharing more as we make improvements to the customer experience, and welcome your feedback, as always.
How Can We Help You?
Roofing & More looks forward to delighting you with our customer experience. For
, siding and more, give us a call at
or complete our convenient online form to schedule a free home assessment and estimate. We serve residents of Great Falls, McLean and many other Northern Virginia communities.
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