3 strategies to earn trust (and business) after a storm
Where there’s business, there’s fraud.
And as storm season begins and thousands of homeowners need repairs, scam artists and shady contractors will flock to the scene.
The news is full of stories warning homeowners, which means customers will be wary when finding a contractor. You’re going to have to work extra hard to build trust and show homeowners you’re the right person to get them back on their feet.
That’s where this post comes in.
In this article, you’ll learn 3 ways to earn homeowners’ trust (and win their business).
1. Establish your credentials
Unfortunately, where there’s business, there’s fraud.
Homeowners need to be extremely wary of fraudulent contractors after a hurricane, and it’s on you to prove you’re legitimate.
You should do the basics like ensure your license and insurance are up to date. Customer referrals are also important. But when so much is on the line for homeowners, the basics aren’t always enough. You need to go a step above the rest.
Many industry organizations have guides for homeowners on how to find the right contractor. For example, the National Roofing Contractors Association (NRCA) offers resources for consumers who need to fix their roofs after a storm. It has several recommendations about finding the right contractor.
You can put your customers at ease by pulling up the consumer website, then explaining how your business follows these best practices.
Going the extra mile will show customers that you’re serious about earning their trust.
2. Put yourself in your customer’s shoes
It’s true that storms present an opportunity to win more business, but remember this fact: a homeowner affected by a hurricane does not want to hire you. They’re contacting you out of necessity.
It’s up to you to make the experience as hassle-free as possible.
Try to assure homeowners everything will be ok. If someone takes an hour too long to respond to an email, that’s fine. And put hardball sales tactics on hold for a bit – homeowners will respond better if you’re a source of good advice throughout the repair.
Ask your customer: How can I make this process easier for you?
This advice may seem obvious, but for a homeowner whose roof just caved in, empathy can make all the difference. Your customers will value a kind and empathetic contractor that comes to fix their home, not just take their money.
3. Help them afford the repair
Your customer certainly did not anticipate this expense in September, and they may not have enough in the rainy day fund.
That means your customer has 3 payment options besides cash:
Emergency government financing
Private sector financing
Most homeowners don’t have flood insurance, and those that do often have large deductibles. It can also take 2-3 months for government funding to come through.
That means you have a chance to provide excellent customer service and earn business by providing affordable payment options. We can work with you to provide homeowners with financing options that are faster and more affordable than what they’d at a local bank. Click here to learn more about our program.
Last year, Hurricane Harvey caused over $125 billion in damage and destroyed an estimated 30,000 to 40,000 homes.
This year, storms such as Hurricane Florence could cause similar damage. Homeowners will be counting on builders like you to make things right.
And with the right strategies, you’ll be able to earn their trust – and their business.