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Home Services Industry:

Customer expectations vs. reality

Or, download the PDF instead!

Customer service still matters more than many realize. Today’s customers expect a lot from the companies they choose to do business with, which is why it’s important to understand exactly what you can do to ensure you’re winning new business and securing your return customers’ happiness.

What Customers Want

66%

say that instant, on-demand engagement is a critical decision-making factor in purchasing new services

75%

expect help within five minutes.

Every call is an opportunity to either win new business, or retain business. But, answering every call isn’t easy. Often, you’re with other customers or on-site working.

CUSTOMER EXPECTATIONS

84%

say experience is as important
as products or services

REALITY

8%

of customers believe that companies meet their expectations

What Home Services Contractors Say

70%

say that phone calls still remain the number one way new customers contact them.

42%

of home services businesses say efficient customer scheduling is a top challenge.

75%

say that word of mouth remains one of their most important sources of new clients.

So, how important is answering every call in terms of revenue?

If you get 10 phone calls a day and answer 100% of them

2610

Calls per year

30% of those calls will result in a sale

x.3

Conversion

Resulting in 783 more sales per year

783

Net new sales

783 more sales x $1,000 average deal size

$783,000

$783,000

In new business!

Ready to win new business while on the job site?

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and retaining customers.

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