Customer Service at Wilson Construction
A strong focus on customer service is essential in every successful business. It is especially relevant in the Construction Industry. Increasingly society is being driven by customer satisfaction. It is becoming increasingly common for customers to post reviews on the internet and practically every service that consumers use is followed by a customer satisfaction questionnaire.
In order to make a lasting impression we recognise that we need to exceed our customer’s expectations. Our relationship with our customers is of paramount importance, and like with all relationships, communication is key. By keeping in regular contact we get to know them and understand what they want. This enables us to deliver an excellent customer focused service.
To maintain a high level of customer service we have systems in place to monitor and improve our service and product offering. Examples include:
- We conduct pre and post-project review meetings with each customer to ensure absolute satisfaction.
- We issue customer satisfaction questionnaires and have a mechanism to manage all feedback and implement improvements.
- We plan annual reviews with our supply chain members to ensure quality is maintained, as part of our ISO 9001 quality management system.
- We have introduced employee appraisals as part of our commitment to staff training and achieving the Investors in People accreditation.
By providing outstanding customer service throughout and after each project not only have we established a high customer retention level but built a reputation that reflects the customer focused ethos of our company.
Sarah McAfee is a Marketing Executive at Wilson Construction. She can be contacted at [email protected]