When your business is entering people’s homes to provide a service, they’re going to watch you like a hawk. Even tiny mistakes are amplified when you’re in somebody’s house. When those mistakes end up amplified across reviews sites and word of mouth, it can have big consequences. But even if you do everything by the book and provide great service, you might still get a bad review. The truth is, you may be doing or missing something that you didn’t even know your customers cared about. It seems impossible to prepare for everything; you can’t read minds… Or can you?

Maybe with a little help. We analyzed surveys from 1,500 customers of the home services industry to see what makes them tick. And what ticks them off. Retaining a new client is entirely dependent on exceptional customer experience. In fact, companies that make customer experience a priority generate 60% greater profits than competitors. On that note, you may want to take a look at what we found.

Pain Points

We looked at each stage of the service process to find out what sort of things drove customers away during those periods. Here’s what they said.

Notice how many problems have nothing to do with the actual performance of the service itself. Front and backend details will get you.  Communication in some form pops up in almost every category, so it’s not just about getting the job done. The days of customer service are over; customer experience is the new name of the game. That game starts the second they see your brand name and continues long after a service provider leaves the home. Understanding and training for all of the instances surrounding the actual date of service will increase retention.

Delighters

Preparing for the worst will make you a good business, but knowing what wows customers will make you a great one. Here’s what they said about making a delightful, exceptional experience.

 

Once again, communication, honesty, and helpfulness are themes throughout the process. This shows that it’s important to create a dialogue and consistently collect feedback from your customers. The more insight you have into how they’re thinking and feeling, the more you’ll be able to provide an experience that will delight them. When you exceed customers’ expectations, they’ll become loyal fans of your business. Increasing retention by even 5% has been shown to increase profits anywhere from 25-95%. The numbers don’t lie; acting on feedback pays off.

If you’d like to keep learning about customer feedback and best practices, we’ve got a great resource for you. Listen360 recently published a comprehensive customer loyalty benchmark. In the report, you’ll learn the strategies of top-performing brands, business growth priorities, applications for your own business, and much more. Check out the free 2019 Customer Loyalty Benchmark here.

The Y knows better than most that communication is crucial to strengthening a community and a business. It’s impossible to work with one another towards change without maintaining an open dialogue. But the YMCA family is now a global community. Even on an individual location level, neighborhoods are bigger than ever. How can you be sure that your member experience strategy is growing to match the increasing needs of your community?

Ys across the nation have been implementing the Net Promoter System to be absolutely sure they’re providing the experience they promise. Not only does NPS capture how loyal members are the brand or location, but it also provides insights that increase retention and help with training. All of that value starts with one question: “On a scale of 0-10, how likely are you to recommend your Y?”

It seems like pretty basic stuff, right? But once you use the formula and analyze the responses, you start to learn a few things. NPS scoring allows Ys to categorize types of members. Examining these groups creates a better understanding of their relationship with the brand. Members break down into three groups: detractors, passives, and promoters.


Knowing your score lets you benchmark your progress as a Y. Just as with exercising or studying, you can’t set goals if you don’t know how to quantify the results. That’s all well and good, but what is a successful score? It turns out that it’s drastically different from industry to industry. That’s why we surveyed Ys using the NPS system to get an idea of how they’re doing.

If you’re looking for a path to growth, these scores are a pretty good place to start. It’s certainly not the whole picture, though. We know that YMCA provides communities with all kinds of services. So we went a step further with NPS. We dug into how members felt about different types of programs.


This is just a glimpse of how NPS can help a YMCA or any business for that matter. We recently released a comprehensive benchmark report detailing how top performers are beefing up their member retention for 2020. It’ll give you best practices, tips and tricks, and ideas for your own strategy that you can use right now.

We’d love for you to check it out here and come learn with Listen360 and the 2019 Customer Loyalty Report.