GuildQuality’s Blueprint for Service Excellence

Rebekah Taylor, Sales Executive at GuildQuality

GuildQuality’s Blueprint for Service Excellence

Recommendation rate above 95% =1/50 chance of going out of business

Recommendation rate below 80% =1/5 chance of going out of business

Why is quality service important for your business?

GuildQuality’s Blueprint for Service Excellence

Nationally, only 65% of customers would recommend their contractor.

Source: Qualified Remodeler

GuildQuality’s Blueprint for Service Excellence

88% of people are influenced by online customer service reviews when making a buying decision.

ZenDesk

GuildQuality’s Blueprint for Service Excellence

Don’t Allow Bad Customer Service to be the Elephant in the Room

GuildQuality’s Blueprint for Service Excellence

Company Culture

Goals and Metrics

NurturingCustomer

Relationships

Promoting Your Quality

4 Keys to Becoming a Service Excellence Leader

Company Culture

GuildQuality’s Blueprint for Service Excellence

Service Excellence Starts With Company Culture

• Identify the core values of your business.

• Educate your staff on the impact they have on a customer’s experience.

• Take the time to properly onboard new members of your team.

• Empower your employees.

• Encourage communication.

• Be consistent.

• Celebrate success.

GuildQuality’s Blueprint for Service Excellence

Hiring and Onboarding with Service Excellence in Mind

• Develop a hiring panel.

• Personality Assessment

• Introduce core values.

• Hold new hires accountable.

“I go through our mission, vision, core values, and share with our

new team member what we’re all about and where we’re going.”

-Jonas Carnemark, Owner of CARNEMARK design + build

Goals & Metrics

GuildQuality’s Blueprint for Service Excellence

What’s your likely to recommend rate?

• Survey and open the door to communication.

• Determine your satisfaction benchmark.

• Keep an eye on the trends.

GuildQuality’s Blueprint for Service Excellence

Pinpointing Your Company’s Customer Satisfaction Goals

Nurturing Customer Relationships

GuildQuality’s Blueprint for Service Excellence

Open the Doors to Communication with Clients

• Customers who communicate concerns help your business identify problems early on.

• Be available and check in throughout your customer’s project.

• Using a third-party to gather feedback during the job can help to capture more candid communication.

Less than 25% of customers complain when they have an issue.Source: SalesForce

GuildQuality’s Blueprint for Service Excellence

Your Clients and Social Media

• Monitor what’s trending about your business.

• Embrace social customer service and respond to customers.

• Share compelling content.

Promoting Your Quality

GuildQuality’s Blueprint for Service Excellence

Your Clients are your Marketing Super Heroes

GuildQuality’s Blueprint for Service Excellence

Encourage Clients to Share About their Experience

GuildQuality’s Blueprint for Service Excellence

Earning Business from Customer Feedback

“The month we joined we ended up earning a $75,000 project because of the customer comments and reviews on our GuildQuality member profile page. Our customer did a

Google search, found our profile page, and felt like we were credible and quality-minded professionals.” -Thomas Williams, Owner of All American Exteriors

GuildQuality’s Blueprint for Service Excellence

The Power of Authentic Customer Reviews

• Compelling marketing tool.

• Shows credibility.

• Boosts SEO.

Gather Reviews the Right Way

• Empower, don’t offer incentives.

• Don’t post fake reviews or post on behalf of your customers.

GuildQuality’s Blueprint for Service Excellence

Tips for Avoiding Negative Customer Reviews

GuildQuality’s Blueprint for Service Excellence

1) Create a Culture of Quality

2) Communicate with your Clients

3) Be Transparent

4) Set Realistic Expectations

5) Add Value

6) Share Updates

7) Measure your Satisfaction

8) Own Up to Mistakes

9) Show your Appreciation

10) Empower your Customers

GuildQuality’s Blueprint for Service Excellence

We’ll Survey 20 Clients at No Charge• Associate your company with quality-minded pros.

• Measure how well your company is performing with clients.

• Earn recognition, both online and in the home, for your quality.

GuildQuality.com/freetrial

GuildQuality’s Blueprint for Service Excellence

Q&A