Home Services Contractors Are Redefining Exceptional Customer Experience Amid the Pandemic

Home Services Contractors Are Redefining Exceptional Customer Experience Amid the Pandemic

Home services contractors have proven they can adapt to the new normal. But how can they retain and grow their customer base in the next normal?

The very best home services contractors work hard to influence customer retention with membership agreements that provide security, peace of mind, and offer some influence over a homeowner’s attention span; however, even these contractors are still swimming against the current. In today’s market, customer churn is guaranteed.

When dealing with change, it’s always best to focus on what you can control. So, while a contractor can never control a customer’s loyalty, they are 100% able to control the experience they provide to them. So let’s talk about how contractors can ensure that those experiences are exceptional and change the game entirely.

Changes that Stick

In order to win the confidence and trust of homeowners, contractors have to move beyond marginal improvements to the status quo. They will be required to concentrate their focus on providing the most convenient and personalized service experience to customers.

This starts by looking at how customer behavior changed during 2020 and what expectations will persist in the years ahead.  A recent McKinsey Insights article revealed that during the first six months of the 2020 COVID-19 pandemic, companies were pushed over a technology tipping point transforming business forever. In that short time, consumer engagement through digital channels such as texting, webchat, or apps jumped 24% over 2019 levels. Currently, over 65% of customer interactions in North America are digital.

For example, the conveniences we’ve all enjoyed, while their adoption has been accelerated by the pandemic will certainly remain incredibly high. At Schedule Engine, we saw the usage of web chat across the clients we support increase by 300% during the early phase of the pandemic, while adoption of online booking increased at an even steeper rate of 500%. Both of those metrics continue to rise today and show signs of accelerating even more as we move into 2021.

So, at the beginning of 2021, the home services industry is at a very different place when it comes to meeting consumer expectations than we were just a year ago. While the pandemic has accelerated the adoption of digital engagement by consumers, according to BDO USA, the effects are here to stay. Customers are not going to stop expecting the same level of convenience they are enjoying now.

Giving Customers What They Want

Some changes in consumer behavior that have been driven by necessity rather than preference, such as the reliance on food delivery services, may not persist at current levels after the pandemic is over. While caution will be the name of the game, post-pandemic consumers will seek out experiences like in-person dining and travel. But other changes initially driven by circumstances will be sustained because of their sheer convenience and exceptional customer experience long after the pandemic has faded. 

This is where home service contractors need to pay attention. Customers are not going to unlearn the advantages and convenience of the online services they’ve turned to in order to weather the pandemic. To keep up, contractors need to be able to provide modern online booking and live technical chat support on their websites.

At Schedule Engine, our team is driven to deliver customer experience solutions and live support services to help contractors offer this kind of convenience to their customers. Feel free to connect with me or send me a direct message online. You’re also welcome to email info@scheduleengine.com. We look forward to the conversation!


Strickland Tudor is the Vice President of Schedule Engine

Service Roundtable is dedicated to growing your bottom line and helping your business maximize its full potential. These groups of contractors work together to assist you with marketing, sales, business, and so much more. Twice a month, seminars around the United States and Canada are held to network and further assist your business. Visit Service Roundtable.com to see if there are Success Days in your area!


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