First Things First, Let’s Be Open And Honest.
Are you happy with maintaining the status quo?
That’s okay if you are - we've talked to plenty of home improvement execs and owners who are happy with where they are.
But are you different? Are you desperate to want to grow your business?
And I’m not talking about marginal, short-term, quick bursts of growth - I’m talking sustainable growth. The kind of growth that you and your company can rely on, that becomes rinse and repeatable.
According to Statistia, the home improvement industry is set to grow significantly in the U.S. over the next three years, with sales increasing by nearly $50 billion.
How are you positioning your company to take advantage of this bull market?
We've worked directly with hundreds of home improvement companies that have figured out a way to grow year-over-year, and what we’ve found is that the key to sustainable growth isn't about investing more money in marketing.
The key is to focus on four different, but typically overlooked areas of home services businesses -
- Map out your entire customer journey.
- Focus on sales close rate.
- Enable customer conversations.
- Shift the mind set for leadership.
For folks that want that change and want to attack those challenges, we figured we would share those best practices, proven rinse and repeatable actions you can use in your business.
In this post, we'll discuss the home improvement customer journey and focusing on sales close rates.
The Home Improvement Customer Journey
When a customer interacts with your business, what does the buying process look like on their end? What are the benchmarks for your business?
As a company, if you don’t have this “journey” well-defined and understood by every member of your team, you’re losing deals.
We sat down with Matt Conley, Owner and CEO at Window World of Richmond to discuss this more in-depth.
Not sure where to start? Let’s start at square one, with some supporting questions to help you get a complete understanding of your company at each step.
Awareness
We define this step as a how a lead encounters your business and requests a quote for your product.
How long does it take your team to reach out to that lead? Imagine those leads as customers standing around your showroom, waiting for a rep to help them. Don’t be the DMV of home improvement.
How many of those leads are you speaking to within 48 hours? We define 48 hours as the line in the sand for active opportunity and rehash opportunity. Once your customer crosses that threshold, it’s time to mark it as a lost opportunity and engage them differently.
