There are a lot of ways to make mistakes when it comes to keeping wood floor customers happy. Poor quality, surprise charges, messy worksites, damage to homeowners’ property, bad attitude, shoddy workmanship, and the list goes on. But did you ever notice that when people complain about poor service from a company nine times out of ten it’s due to poor communication? Most good companies try very hard to keep their customers happy, explain the process, set expectations for scheduling and installation, and so on, but sometimes there is miscommunication. Someone didn’t show up when they said they would. The customer didn’t have a contact number to call and ask questions. The color was wrong. Things took longer than the customer expected. That’s why at SVB Wood Floors, we make good communication an integral part of our process.

The SVB 6-Step Customer Communication Plan

Because we have been in business since 2003, we’ve learned a thing or two about good communication. At SVB, we do our best to make sure we are on the same page as our customers on everything from products to price to scheduling. But exactly how do we do this? Here’s a glimpse into how we ensure our customers are happy not only with the end product, but throughout the wood floor installation, refinishing, or repair process.

Six Touchpoints throughout the Process

Once a customer tells us they are interested in our services, we book a free in-home consultation. Throughout this booking process, we are following up through email. Once the appointment is booked, we send a confirmation email and then a text or email reminder before their consultation. (Some customers prefer to come to our showroom before or in lieu of their in-home consultation. Customers can walk in at any time or schedule a showroom appointment. Whichever way is more convenient for them is fine with us.) We just want to make sure we are available to answer all of their questions.

1. In-Home Consultation

During our in-home consultation, we help our customers decide what kind of floors they’d like, choose colors, patterns, and finishes, and guide them through what the process entails so they know exactly what to expect. Customers always have contact with a representative throughout the process, and that representative will be the same one who assisted them at their in-home consultation. If for any reason they cannot reach their representative, they can always call our office with any questions.

2. Quote

After the consultation, we send a detailed quote. We follow up with the customer making sure all the details look correct and answering any questions about their quote until they are comfortable.

3. Scheduling

Once the decisions are made and the agreement is signed, we reach out to the customer to schedule their project dates. We are also available and easy to contact if changes to the scheduled dates are required.

4. Installation/Refinishing

We set expectations for the duration of the project so the customer knows what to expect. We let them know there is no need to vacate their home or business or board their pets because we use a dustless sanding system that sucks all of the dust into a container outside.

5. Walk-Through

Once we are finished with the job, we do a walk-through with the customer to make sure everything looks good and meets their expectations. We give them instructions on their wood floor (when it’s safe to walk on with socks, move furniture back, etc.).

6. After the Sale

We often reach out to make sure clients are happy after the completion of the project.

At SVB, we know there’s more to wood floor installation and repair than just using the best products and providing excellent craftsmanship. To achieve total customer satisfaction, great communication must touch every part of the wood floor experience. Only through communication do we know where to improve our processes. We hope every experience is exceptional and we will continue to improve with the help of feedback from our most important source – you!

Touchpoints Instead of Pain Points

Over the years, we have found that using these customer touchpoints helps us find and remove customer pain points. We strive to provide the best overall wood floor experience possible and we couldn’t do it without our customers. When you trust SVB Wood Floors to do a great job, we don’t just want you to be happy with the results, we want the entire experience to be stellar! Are we perfect? Of course not. But we do strive for perfection and that will never change.