The Construction Industry Is Growing, But Is Its Customer Service?
The construction industry has been showing noticeable growth in the past couple years. An article in Forbes magazine reports that 7 of the top 10 industries with the highest sales growth are related to construction. However, the article notes that the construction industry has below average profitability compared to other small businesses. For business owners in the construction field, the opportunity for financial growth is in plain sight, but why are many not grabbing it?
The answer in large part boils down to customer service. Because of the nature of their active jobs, responding to customers’ calls is a constant challenge for contractors and builders. Many small construction business owners rely on voicemail. Larger construction companies may have receptionists, but they can’t always keep up with customer calls either.
As we discussed in Why Phone Calls Matter Now More Than Ever, the phone remains a critical customer service tool given that 80% of callers are likely to become repeat customers after a positive phone experience. On the other hand, 74% are likely to choose another vendor after just one bad experience. And for today’s consumers, those “bad experiences” include reaching voicemail when contacting a business or being put on hold. In fact, the majority of callers simply hang up in those cases.
So how do those in the construction industry respond to customer calls when they’re on the job and too busy to answer the phone? A live answering service provides full coverage so that each and every caller is greeted by a live, friendly receptionist who is trained to follow customized prompts and instructions.
A live answering service gives you access to a team of professionals who are dedicated to acting as an extension of your construction company whenever you need it—during certain business hours, after business hours, or around the clock. You’re able to get more done without the distraction of phone calls while knowing that your customers are still taken care of. The answering service receptionists alert you to any urgent calls and field the rest according to your priorities and specifications.
Whether you’re on the job, on the road between jobs, or meeting with clients, the answering service continues to deliver excellent customer service on your behalf at a fraction of the cost of hiring an in-house employee. You can continue to deliver quality work without sacrificing customer service. That way, you can actually grab that financial growth that’s in plain sight.
A live answering service can be the solution you need to both attract new customers and gain the loyalty of current customers. Voice Link of Columbus, Inc. can help you deliver the service your customers deserve by managing your calls whenever you need. Our professional receptionists answer your calls according to your specific priorities and preferences.
With an 82% referral rate, Voice Link provides live answering services that will exceed your expectations and will please your customers. Our monthly plans contain no hidden fees and are tailored to suit your unique needs. Request information online or call us at (800) 262-2799 for a free consultation.
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