Steel Building Customer Service
Jack Speer, Bizwatch Publisher, in his online article titled “What Is The Definition of Customer Service” certainly provides a definition of a level of customer service that all companies that sell residential and commercial steel buildings should strive to attain. Mr. Speer defines customer service as follows…”Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.”
In my several years of working for steel building companies, I’m still amazed at how many different customer service issues can arise with the purchase of just one prefabricated steel building. And it’s not that anything is going wrong throughout the whole process from signing the paperwork to accepting delivery and the customer’s assembly of the steel buildings. I would have to say that the reason for the need for heavy customer service is simply that there are numerous steps and phases that happen in between the purchase and the assembly that the customers who have bought the metal buildings need clarification on.
The prefab steel building salesman takes the brunt of answering potential customers’ questions right off the bat during the initial sales call. But once the customer purchases his metal barn, there are so many possible questions that this one customer can have throughout the entire process. From questions like “when will I get my drawings” to “what’s the best kind of insulation to use for prefab steel buildings“, sometimes it seems that the questions never stop. That’s where a clear and concise “frequently asked questions” page on the steel building company’s website comes in very handy.
When companies that sell prefabricated steel buildings strive to achieve the level of customer service as defined above by Mr. Speer, the result of happy customers is not the only benefit that can be attained. One of the best reasons for having a happy satisfied customer, after their great experience of purchasing their building they will tell all their friends.
Word of mouth is one of the best and least expensive forms of advertising. Here’s an example of a glowing customer testimonial provided by a customer who purchased his metal building from Price A Building:
“We would like to thank you and your staff at Price A Building for the building that I purchased through your company. The process from the first phone call making the purchase to keeping me informed clear through to the final delivery date went very smooth.
The steel frame building package was labeled clearly making it quite simple to follow with the engineered drawings plans and building manual. I had never erected a steel building before and in six days three of us had completed the framing of a 40′x60′x16′ tall building.
Thanks again, we look forward to enjoying our added space.”
Danny & Dana Cutler, Commerce City, CO
Only in a perfect world will 100% of customers be completely satisfied. So having a hands on, compassionate customer service department to deal with is key when you buy a steel building.