Here at Dorchester Heating and Plumbing we are proud of our range of services and in-depth knowledge of our products. We are also very proud of our customer satisfaction rating. It’s long been said that ‘the customer is always right’ and it’s a statement we hold true to our hearts.
Heating and plumbing is a trade which is honed over years of experience, and as legislative changes take place it’s crucial to move with the times. With more and more rules and regulations to follow, and developments in utilities and products appearing ever more frequently, it’s vital that we keep up and keep certified.
Even though job satisfaction is vital to our business, customer testimonials are crucial for many other reasons:
1. It’s a leading indicator of customer intentions and loyalty
It’s widely acknowledged that a customer’s rating of 4 and above (out of 5) can be considered satisfactory, and we have seen that this usually brings repeat custom to our business. Scores of 3 and below are warning signs that a customer is unhappy. In the unlikely event that we receive a low score, it’s crucial for us to follow up with these customers to rectify any issues thoroughly.
2. It’s a point of differentiation
In the highly competitive world of plumbing, customer satisfaction is seen as a key difference maker. With a whole list of heating and plumbing engineers at your fingertips, what makes you choose us over the others? With a service as important as the one we provide, it’s not always about the cheapest option. Repairing a boiler, installing new pipework or refitting a new kitchen are all major works, requiring registered, experienced tradesmen. Customer testimonials can be the difference between trusting a business and going in blind.
3. It builds excellent relationships with customers
In-depth studies by Info Quest have shown that a ‘totally satisfied customer’ contributes 2.6 times more business than a ‘somewhat satisfied customer’. At Dorchester Heating and Plumbing, we value our loyal customers and strive to deliver the best services possible to maintain these positive relationships.
5. It reduces negative word of mouth
An unhappy customer will tell between 9-15 people about their bad experience, and with something as important as the work we do, it’s often more! A reliable plumber is as valuable as a reliable electrician or washing machine engineer. A lot of our business comes from word of mouth, so it’s important for us that all of our customers are satisfied.
6. It creates good PR
Using stories from our satisfied customers, photos of ongoing work, and their final evaluation is an excellent way to build positive PR around our brand.
Dorchester Heating and Plumbing is all about building a solid foundation for our business, from which good words through good work are spread.
Andy Sernovitz, the guru of word of mouth marketing preaches – “A happy customer is the greatest advertisement.”
