2020 Trends – We Need to Be Aware!
Written by Lynn Wise
As 2019 comes to a close and every email, radio station, and podcast reviews the top lists of 2019, it’s easy to get overwhelmed. There is even a list of the best lists for 2019.
But when we look forward to 2020, when we read the business predictions and trends, it can be just as nerve-wracking. It doesn’t take many articles to see that they contradict each other. However, there are some consistencies to notice that I feel are relevant for 2020. An important note: the trends below are suitable for all industries, not just the home services field. But they are definitely appropriate for ours, and I think they are important to discuss.
Customer service, Customer service, Customer service.
Customers demand more personalization, increased levels of service, ease of communication, and extended accessibility. Automation continues to influence this area of our business and makes it critical for the ongoing development and training of your staff. Something to remember: don’t forget your current customers. Find unique ways to thank your customer base and references while you keep your company top of mind.
User Reviews will become even more relevant.
People are more hesitant to work with or purchase from a company that has no reviews. Remember I mentioned to not forget your current customers? Reviews are one of the most inexpensive ways to market your business. Marketing trends show that quality over quantity prevails with more engaging, relevant information. Think whitepapers, case studies, and in-depth customer reviews.
The use of the Gig economy and remote workers will rise.
Virtual, remote, distributed—These terms are used interchangeably, as there are only slight differences. The same with Gig economy and freelance. I know your first thought on this is, “This won’t work for us.” Don’t just think about your techs. I know one company that uses a delivery service to transport parts and supplies to his techs on site. It alleviates disruptions for his techs, charges per delivery, and he took a vehicle off the road; a reduction in insurance, vehicle wear, etc. You don’t need someone physically in your office to make happy calls, schedule SLA’s, or handle other office tasks. Being open to using remote or freelance workers also allows you to work with the best and brightest.
Cybersecurity is a major concern.
The threat of cyberattacks on mid to small businesses will rise. Email phishing, software vulnerabilities, communications through social media platforms, and a rise in SMS texting attacks make your companies information increasingly vulnerable. If you don’t have a cybersecurity plan in place, I highly recommend you implement one. The FBI recently updated their PSA on Cybersecurity Best Practices to give you some basic guidelines.
For our specific industry, smart homes, hiring and retaining top talent, and increased concerns over water and air quality will again be top of mind. Being on the front lines, you are the first to see the impact of these issues and how they drive your customer’s buying habits. What are we forgetting? What other trends and topics do you feel has the biggest impact on our industry for 2020?
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