Post by Wet Room Materials
The most successful players in business all have one thing in common; they consistently find ways to impress their clients and deliver more than what is expected of them. These traits are ingrained into their ethos which allows them to gain a competitive advantage over other businesses in their industry.
Exceeding your customers’ expectations doesn’t just lie with your products or service, but in their experience as a whole. If you leave an overall good impression, you’ll not only build strong customer relationships but will encourage loyalty, repurchasing and referrals.
So what does it take to exceed expectations and outshine your competitors?
You should see quality as a single, non-negotiable goal. This all-important rule should not be sacrificed to hit targets or save costs, because your long-term reputation can end up in the firing line.
Good design and calculations are fundamental for producing efficient results. Although customers expect a prompt service, remove time as a measure of quality and concentrate on getting your product and service perfect. Your customers are more likely to be left disappointed due to poor quality products than something taking a little longer than expected.
Responsiveness makes up a huge part of your client’s experience. It’s important that they feel you have time for them, which involves being responsive to phone calls, emails and social media messages. It’s not just as simple as being easy to contact, you need to be friendly and efficient in solving customer inquiries, no matter how small. If you think you’re too busy to handle a prompt level of communication yourself, it’s good to have a friendly customer service representative or receptionist to handle it for you.
Communication is one thing, but actually connecting with your customers is the secret to creating an ongoing relationship. Being more personal creates and strengthens the bond with your clients. Rather than going in talking about your product or service, go in and ask them questions about them, their visions and ideas. Practice more of a conversational and consultative approach instead of hard selling, so clients understand your intentions are pure.
Lack of appreciation is one of the biggest causes of customer loss. When you show appreciation for their business, customers are more likely to repurchase and share their good experience with others. Creating a customer appreciation strategy can help you to stand out from competitors and maintain an excellent customer portfolio.
Thank your customers for choosing you with a personalised handwritten note, or go one step further and accompany the note with a small but meaningful gift. Professionalism can still be maintained, but the act of kindness goes a long way and leaves a longlasting impression.
If you’re going to provide a great service, make sure you do it every time. Your clients will expect you to keep promises and continue to make them feel valued, not just for their first dealings with the company. It’s important that you also live up to the high reputation you have built for yourself, no matter how big or small the project.
Using the tips we’ve highlighted above will help you to exceed your client’s expectations when it comes to designing their wet room. Our top-quality wet room products, partnered with your excellent customer service and dedication will leave your customers more than happy.
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My client bought a range of Wet Room Unislope Systems from our local retailer, Bathworks. We struggled to find anyone to come to site and take responsibility for the waterproofing until we came across Wet Room Materials. They were willing to stand over their tanking system and more than helpful throughout all stages of the installation from site survey and room preparation to installation. A 10 Year no leak fully insured warranty gave me the confidence that we were dealing with a professional organisation. I would highly recommend these guys and will certainly be using them going forward.
Steven Quinlan | Director | Citius Limited
I have honestly found, Wet Room Materials to be an easy and reliable company to work with. Whether it be a one wet room residential project, apartment block or a gym; they ensure there are no installation problems and we don’t have to worry about leaks. They take care of the specification and advising us on correct build ups and preparation. On a recent project we were able to buy their Unislope System p from our bathroom show room retailer and they subsequently came to site to tank out the bathrooms. It was a time sensitive job and The Wet Room lads worked through the evening and into the weekend to ensure we completed the project on time. I have no hesitation in recommending Wet Room Materials. They are a pleasure to deal with.
Noel Geraghty | Director/Founder | NGS Mechanical Services
In Bright Designs, we understand the importance of specifying a reliable waterproofing system for bathrooms. We have worked on a number of projects with Wet Room Materials over the years and I can honestly say that their waterproofing installation service offers complete peace of mind for us and our clients. The Wet Room Materials Team are there throughout all stages of the project from site survey and specification to installation. More importantly they also give us a 10 year no leak guarantee. I also like the fact that they will handle communication with the client and contractors in terms of delivering a high-quality installation which allows me the head space to focus on other aspects of the build."
Alan Burns | Director/Co-founder | Bright Designs. B Arch, B Sc Arch, MRIAI.
