Using A Customer Satisfaction Representative

Many home improvement companies miss the boat in their sales process by not hiring a customer satisfaction rep (C.S.R.) either full or part time.

Here is a five step process for implementing the skills of a C.S.R. in your business.

Step 1:  Job is sold/approved – ready to go

Step 2:  C.S.R. (Customer Satisfaction Rep.) is assigned

  • He visits job with tech rep (remeasure) & customer when possible
  • Or he visits job with production supervisor, sales rep & customers

Step 3:  C.S.R. visits job daily

  • Fills in data info on customer (other products needed & personal data)
  • Customer provides names of neighbors by street address & other info.
  • Compiles a list of visible needs for database
  • Visits each customer with a small gift, including card i.e., ‘Thank you for your patience during our recent (describe job/product), we apologize for the inconvenience from truck, noise, etc.”
  • Gives D.O.E. & E.P.A. literature (gets receipt with phone number, e-mail & permission to recall)
  • Gets names of friends, relatives in community (records brief message for replay to friends). These may qualify as customer referrals.

Step 4:  Compensation for C.S.R.

  • Small base salary
  • Compensation on (quantity) of leads developed into presentation

Step 5:  Leads to salesperson who sold job

  • 80/20 volume split between sales rep & C.S.R. on jobs sold

Just by adding this one piece to your business you can improve your reviews, referrals and overall customer satisfaction.

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