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Using Business Messaging for Customer Experience in your Home Services Business

November 18, 2020

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Customers today expect businesses to provide communication throughout the buying process and beyond. Providing updates from setting the initial appointment all the way through final install or work completion is a great way to keep your customers informed and provide great service. 

Here are some great steps in the home service business where business messaging can be used to keep the customer informed and engaged.

Appointment Confirmations

Everyone is busy, things come up. It’s important to confirm with a customer that they are still able to come to the appointment that was set. 

We recommend sending a message just a few days before the appointment should run. Send it too far in advance, and customers might forget! Send it too soon to the appointment and the customer might not be prepared if they forgot.

Appointment Confirmations 1

“Hello [Customer Name]. I’m excited about our appointment on [Appointment Date] at [Appointment Time]. I just wanted to confirm that this time is still good for you?” 

Schedule Installations or Production 

Depending on your business, sometimes there is a gap of time between when you sell a customer something to when your business can complete the job or install the product. 

For example, let’s say a customer needs a specific paint style to get their deck painted. You may quote them on the work, but will have to wait for the stain to be delivered.

In this case, engage your customer while you wait for the product to come in. Let them know that you are still on the top of their mind and will be reaching out as soon as the product comes in. Schedule Installations, Message One

“Hello [Customer Name]. I just wanted to check-in. We are still waiting on your products to be delivered, but we are excited to get a time scheduled soon. In the meantime, check out our blog on what to expect in your appointment here: bitly.com/0173”  

Then, once the product has been delivered, your team can schedule the installation or job work:

Schedule Installation, Message Two

“Hello [Customer Name]. I just wanted to let you know that we received what we need to complete your project. I would like to schedule a time for our team to come out and complete the work. What time might work well for you?”

Installation Reminders

Similar to Appointment Reminders, once you have a date and time for work scheduled, remind your customers that your team is coming out, and present yourself as a resource if they have any questions throughout the installation process. 

This is also a great time to show your customer who is coming out to their home, and give them resources on what that process looks like. 

Installation Reminders

“Hello [Customer Name]. Our team is ready to get to work on your [Project Type]. We are coming out at [Appointment Date] at [Appointment Time] to start work. This type of project will take 2-3 days to complete. I will not be joining the install team on the day of the project, but I wanted to let you know I will still be your resource if you have any questions.” 

Billing or Accounts Receivable

If there are still outstanding balances after the work is completed, sending your customer a link to finish their billing is the quickest way to get payments back. There are several services for electronic payments. CRMs sometimes even provide this service. 

Here is a great way to get payment conversations started:

Billing Reminders

“Hello [Customer Name]. This is [Employee Name] from [Company Name]. I hope you have enjoyed working with [Sales Rep Name] on your [Project Type]. It looks like we are still waiting on payment. To look at your outstanding bill, click here: bitly.com/104801”

 


 

How Does Hatch Help?

Here at Hatch, we help customers set up business messaging throughout their entire customer journey. 

Interested in learning more about how Hatch helps businesses Improve Customer Experience? Learn more

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