FEATURE
“ Don’ t oversell what the product can do. If a problem comes up, fix it fast and professionally. Under-promise, over-deliver.”
All of the experts we contacted agreed that communication is everything when it comes to minimizing any misunderstandings that might occur with customers. Anderson says his company provides written aftercare instructions, documents pre-existing conditions and clearly explains the process before starting. He also recommends walking the job with the customer and setting clear expectations about timelines, appearance and durability. McLeod agrees that the more information provided, the better.“ Owners of asphalt parking lots and driveways usually do not understand the process for sealing their properties,” he says.“ I suggest( to contractors) that they add a clause in their contracts that state certain areas on their property have trees and excess dirt and risk the possibility of those areas failing. Being up front with the owner will give them a feeling of trust that there are areas that have a potential for a reduced service life, and therefore they cannot guarantee that those areas in question will last under the current warrantied timeframe.” And as far as the single most important thing our experts have found to keep customers happy? For Anderson, there’ s an easy answer.“ Be honest and responsive,” he says.“ Don’ t oversell what the product can do. If a problem comes up, fix it fast and professionally. Under-promise, over-deliver. That builds trust, repeat business and referrals.”
For More Information On This Advertiser Please Visit www. CallAPE. com / e-inquiry
[ 26 ] www. callape. com 1.800.210.5923