We are all focusing on the next greatest product or making sales numbers for the month, but often overlook the very source of those sales.
Consistent contractor feedback is a key in establishing a long-term partnership. Let’s face it, we all have competition and contractors have choices. I think we are missing opportunities to cement relationships and differentiate our brands. When was the last time you talked to a contractor that didn’t have an opinion?
It doesn’t have to be a complex program and your field sales people can certainly help in this regard. Here are a few questions they should ask:
- What’s working – Find out what you’re doing right. Are they getting the tech support they need? Is customer service taking care of them in a timely manner? It’s a great way of finding out their level of satisfaction with you.
- What’s not – Here is your opportunity for you to find out ways of things that need to be improved. After talking with several contractors, you will find out rather quickly if a pattern is emerging.
- What can we do to improve our relationship – Show them that you are proactive. It might surprise you. Together you may identify new opportunities.
Of course, the info you collect will be worthless unless sales and marketing compile a spreadsheet of all answers to review, action items and process improvements. If you’re not ready and open to making changes, don’t waste your time or the contractors. When talking with tradesmen, there’s not a one of them that would love the opportunity to share insights. Wouldn’t you rather they share them with you instead of your competitors?