6 Tips for Improving Your Customer Experience

6 tips for improving customer experience

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There are many different ingredients that must work together in order to create a successful business. To start, you need to be an expert at what you do and be able to offer a great service to your customers. You also need to offer it at the right price to get people to book while preserving your bottom line. And on top of all that, you also need to be able to deliver a stellar experience to your customers in order to keep them coming back.

To better illustrate the importance of customer experience, here are some statistics that might come in handy:

  • 86% of customers say they are willing to pay more for a better experience
  • 68% of customers feel the service representative is a major part of a good experience
  • 83% of companies that prioritize making customers happy report increasing their revenue
  • 96% of customers say customer experience is important to earn their loyalty

In layman’s terms, customer experience is the interaction customers have with your business, from the first point of contact all the way to the end of their buyer’s journey. It encompasses everything from how they get in contact with you, to how they interact with you on the job, and even any follow-ups that happen after the job is completed. And in today’s competitive home service industry, a great experience absolutely essential for winning favor with customers and getting them to use your company over and over again. If you’re looking to improve your customer experience game and win more business, here are seven tips to get you started.

1. Offer alternative booking methods

When it comes to converting leads into booked jobs, phone calls will always take the cake. However, that doesn’t mean there isn’t still room to offer your customers other ways of getting on your calendar if making calls isn’t really their thing. According to data from Housecall Pro, 26-34% of customers prefer live chat and online booking to traditional methods like phone and email. Offering this flexibility with your booking options opens you up to appeal to a wider range of customers, and also helps you stand out from your competitors.

2. Send out text appointment confirmations and reminders

Giving your customers reminders about their appointments can go a long way toward building goodwill. In today’s busy world, customers have a lot on their plates, and sometimes reminders are necessary to make sure things don’t fall through the cracks. A 2019 Zipwhip survey found that 67% of customers prefer to receive reminders via text when they have an appointment coming up. It’s simple, convenient, and less likely to be overlooked as most people check their cellphones regularly. The added benefit of doing this is that it reduces the likelihood of no-shows for your business as well.

3. Invest in great customer service representatives

In the customer service game, the importance of having the right representatives on your team truly cannot be overstated. As the first contact most customers will have with your business, service representatives play a major role in cultivating how your business is perceived by your customer base. In addition to making sure every call is answered, a trained service professional knows how to give your customers a great over-the-phone experience that is sure to leave a positive impression. If a full-time in-house receptionist is outside your budget range, a pay-per-booking call answering service is a great alternative that gives you the same benefits without the extra overhead.

4. Make payment simple and straightforward

In the age of credit cards, Venmo, Apple Pay and beyond, it goes without saying that customers like to have their choice of payment methods. Offering them this flexibility is a surefire way to improve their experience with your business and make them want to use your services again. An easy way to implement this is to include a link to pay with these services within your invoices, so customers can simply click on the option they want to use and be taken directly to your payment portal. Another great option is to collect payments in person through a mobile credit card reader right when the job is complete.

5. Follow up after the job

Reaching out to your customers after the job and thanking them for their business is a powerful way to leave a lasting impression in their minds. You can do this with a simple follow-up email or even a postcard to show your appreciation. The message doesn’t have to be long or overly complicated; just a few sentences specifically addressing the customer and saying thanks will do. Taking the time to do this will make your customers feel valued, and keep you front of mind for future jobs.

6. Ask for reviews via email

Requesting feedback from your customers is beneficial on two levels: for one, it gives you insight into what things you’re doing well and what things you could improve upon; and for two, it shows your customers that you value their opinion because you care enough to ask for their feedback. We recommend getting in the habit of asking for a review every time you serve a customer. If your technician is unable to ask for this in person before they leave the job, sending out an email shortly after to request feedback is a great second option.

In 2021, delivering an experience that surpasses your customers’ expectations is vital to the health of your home service business. It helps you book more jobs, earn more happy customers, and improve your bottom line. Equipped with these six tips, you will be well on your way to offering an experience that impresses your customers and makes you stand out from the rest.

Jyngle wants to partner with you in creating an outstanding customer experience at every touchpoint, from the first phone call through day-of-service appointment reminders. Click below to schedule a free discovery call and learn how we can craft a customer experience that accomplishes your business goals.

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