Usman Ghani (December 3, 2014)
Interior design is an essential component of construction and since this process requires direct interaction with the clients at various stages, firms must make sure that premium customer service is guaranteed. People are more and more willing to invest in having an aesthetically attractive interior whether it is for their own home or commercial use, hence customer satisfaction is of prime importance in the design business. Below is a list of some of the ways through which design companies can better serve customers:
A good interior design helps utilize space efficiently and create a relaxing and comfortable ambiance. Before an interior design project is undertaken, the contracting company needs to conduct extensive research that will help it determine the exact requirement of prospective customers. This will enable the company or the designer in determining what features are valued by the clients, so that they may be incorporated into the design.
When finalizing the design, understand exactly what the client wants, which can be done through meetings corresponding back and forth. Don’t leave out any detail in the design to assumption and consult client to remove all ambiguities.
In order to better understand the needs of customers, there have to be open and accessible communication channels, so that clients can express what they desire. Moreover, the housing needs for customers vary depending on the family structure, size and budget. All these considerations must be taken into account before interiors are designed, which is only possible if customers are allowed to express their needs. During the design process, clients should be part of the discussion. Show them design drafts and send them regular emails on any updates.
Providing better customer service in this business, requires improved communication and collaboration with the client. There should be open dialogue between the contactor and the clients, which will add value to client’s understanding of the how the design process works. Contactors could use his/her expertise to help the client understand the intricate design details and constructional parameters, beyond which the contractor can’t accommodate the client. All communication must be handled in a professional and polite manner.
For business growth and establishment of good market repute, the goal of the company should be to provide excellent customer service right till the project completion. The company should make the entire process pleasant and hassle-free for clients. Build a strong relationship with the client, which will allow open and honest communication. Find solutions to the problems brought forward by the client and talk to them till a consensus is reached.
Companies need to be more accommodating when it comes to entertaining a client’s request. Some of the requests are very simple and do not add to any extra cost to the project. Good customer service entails listening to the client and seeing things from their perspective, since each client is unique and has different needs. If the client is not happy with something, try to adjust and make changes as far as possible.
Since the process of interior design requires constant communication with the client, managing client relationships should be one of the highest priority of the firm. The firm’s relationship managers or customer service staff directly dealing with the clients should be adequately trained and experienced to handle all queries and concerns. A customer-centric approach must be instilled in the staff to improve relationships.
As companies take up multiple projects simultaneously, often there is enormous pressure to keep up with the schedule. Contracting companies need to make sure that all delays are avoided and the work is completed on time, according to the schedule. Take into consideration delay caused by unforeseen circumstances which might occur. These delays can be caused because of multiple reasons, it could be a resource issue, non-availability of materials or simply bad weather. Be prepared in advance to overcome issues and avoid missing the project completion deadline.
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