How to Meet Customers’ Pinterest Expectations
by Amy Lindholm, March 22, 2018
It’s important for homeowners to come to the design table with realistic expectations of what can be accomplished with a remodeling project – but that doesn’t mean you won’t have to deal with some challenges. You can be the best remodeler in your area, but if the client ultimately is dissatisfied with the end result, that’s bad for your business.
Pinterest: A Help and a Hassle
With the proliferation of home design shows and Pinterest, bursting with staged images of impressive home design renovations, it’s understandable that homeowners have the bar set high. But few images show the genuine nitty-gritty of home remodeling, which leaves viewers naïve to the realities of budget limitations, weather delays, change orders and back-ordered materials.
On the flip side, Pinterest expectations can give you important clues as to what a homeowner is looking for in their remodel. By using these clues and managing the client’s expectations, you can enjoy win-win results for your business.
Make a Great First Impression
Your job depends on first impressions. Ask detailed questions about what the homeowner is looking for as they remodel, and why they pinned certain images. Listen carefully to what the client is saying, and restate what they’ve said in your own words to verify their project goals. Look to their current needs and offer practical suggestions that will help them meet those needs and save on remodeling costs now (without cutting corners). Use the LP® SmartSide® Visualizer tool to demonstrate how their house will look. Help them understand how the choices they make now will impact future maintenance and replacement needs. Win the client over by providing an individualized solution to needs.
Communicate With Regularity
Regularly communicate from the beginning to the end of the project. Meet with the client to present a rough timeline of the project, and provide liberal estimates to give you ample time to meet milestones. Clearly communicate any unexpected issues that arise and how they impact the client. Continue to use active listening skills to monitor whether desires and needs have changed, and to ensure you and the client are on the same page as the project progresses.
Accept That Customers May Be Dissatisfied at Times
When their project doesn’t shape up like the ideal Pinterest image, homeowners can become frustrated. Accept that dissatisfaction may happen, and use it as an opportunity to serve the customer. Find out why they’re not happy, and ask them what you can do to make them happy. This seems simple, but it can make all the difference. Explain the variables that make their project different from pinned images. Point out the positive accomplishments from the project.
Taking the time to listen, communicate and personalize the project for the homeowner will build a happy professional relationship and help you exceed even the expectations of Pinterest images.