Matt Chatts 'After the Show' | What IS A Great Customer Experience?
After the latest Matt Chatts live episode, they answered some questions from the audience about what a high quality customer experience actually looks like.
After the show, one contractor asked:
What makes a great customer experience?
Bratsis started by saying that many times, companies think they have a great customer experience because they check all of the boxes of having a quality customer service department.
"The buying experience is part of the customer experience," said Bratsis. "There's nothing more important than the actual purchase."
In saying 'purchase,' Bratsis explained he means that customers need to be able to feel comfortable about the price in order to have a great customer experience. According to Bratsis, contractors often have plenty of resources invested in answering the phone, setting up the appointment and doing a sales presentation, but still don't find success because they don't do anything to alleviate the customer hesitancy that can come when buying a $20,000 system.
"There are a lot of elements that go into your customer experience," said Bratsis. "But do not sleep on the single most important one, which is the actual buying experience."
"If they don't buy from you, it doesn't matter how great you've treated them on the phone, it doesn't matter how good your sales process is," said Bratsis. "If you don't have a solution specifically designed to make them feel comfortable, easy, convenient to purchase from you, you're going to lose everything."
'Matt Chatts' is a contractors' best resource for staying informed in the world of contractor financing. All contractors are invited to join Matthew Bratsis, Donna Decoster and their guests to interact and ask questions about the often confusing world of financing in the pursuit of better customer payment solutions.
Watch the full episode of Matt Chatts "All About the Customer Experience" by clicking here. Or, register today for the next Matt Chatts episode here or sign up to have them delivered directly to your inbox.