Tips for Providing Customer Service During a Remodel of Your Business

Remodeling and updating your business is not only good for appearance, sometimes it's required. Ninety-five percent of most retail environments are required to do a minor remodel every five years—and a major update every 10 years, according to J. David DiCristina, vice president of sales and client services for T&R Fixtures. While remodeling is taking place, it's important to make sure your business is still welcoming and servicing customers.

Stay Connected with Customers Online

Staying in touch with your customers prior to, during and after construction is a must. Using the Internet is a productive way to incorporate customer service into a business remodel. Even before construction begins, start or update your current mailing list to notify customers of the exciting new look your business will have and the benefits the remodel will offer. Send additional emails detailing the progress of the construction as well as inviting opportunities to help with customer service issues during down times or offering discounts on products or services. Update your business website with information about construction and offer extra ways for clients to get in touch with customer service, especially if the establishment will be closed during any phase of the remodel. Take out an ad in the local papers notifying customers that you will be remodeling, give contact information for existing customer service and highlight the remodel as an opportunity to market the business.

Stay Connected with Customers In Person

Install a prominent sign in the window with information about the remodel, the customer service phone number and business website. "Please Excuse the Dust While We Make Improvements" and "Construction Sale" make a better impression than "Closed for Remodeling," which causes some customers to speculate that the business might be closed for good. Use the remodel as a marketing opportunity to drive sales, even if you are closed during part of the remodel. Offer a discount on a particular item or service during the updating to draw customers, keep presence in the market and continue sales and good customer service.

Stay Connected with Customers by Phone

Depending on the size and type of business, personal phone calls to clients during a remodel can help determine their needs, remind them of your upcoming opportunities and serve as a platform to address any customer service issues. This extra step provides exceptional service and most customers sincerely appreciate the extra effort. Make sure your clients are able to reach you by phone throughout all phases of remodeling. Prepare them for the remodel, motivate them with what to expect once everything is done and address any concerns or inconveniences that occur immediately.