Angie's List Tips > May 2008 > Tips to get contractors to call you back

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Tips to get contractors to call you back

Posted: 5/29/2008 1:00:00 AM | 0 comments
 
When hiring a service company, many consumers base their decision on price, quality of work and reputation. While these are all very important, they may be overlooking a critical category: the company’s responsiveness.

Angie’s List, the nation’s leading consumer ratings service, conducted a nationwide poll and found 61 percent of respondents always leave a message expressing interest in hiring the companies they call if their call goes to voice mail. Two-thirds of those who leave a message expect a call back that day. Nearly one-third said a follow-up call is important, and they will hire someone else if they don’t hear back from a company within a couple of days.
Many customers become frustrated when service companies don’t return phone calls. Being able to easily contact someone from the company you hire is important because if something goes wrong, you want to know that you will be able to get a hold of them right away.

A company’s lack of communication may be a result of a boom in business – they are just too busy to return every phone call. Other companies may be short staffed. Angie's List  recommends companies manage expectations. Explain the time frame to your customers and meet those obligations.

Angie’s List says homeowners can take steps to improve the lines of communication:
  • How can I reach you? Ask the contractor about the best form of communication and what time is best to reach them. Do they prefer in person, by phone, fax or email? Get as many contact numbers as possible before the job begins.
  • Learn a little patience: If your job can wait, don’t be put off by a contractor who can’t get you an estimate right away. Often times the good ones are busy.
  • Be flexible: Accommodate contractors by meeting them during business hours, rather than requiring an evening or weekend appointment.
*1,494 Angie’s List members took our poll. Responses are representative of Angie’s List members, but not the general public.


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