In most successful marquee hire businesses the customer is treated very well when booking the marquee but is frequently ignored when the actual construction takes place.
The person originally pricing for the job is often not the same as the person in charge of putting the marquee up but even when it is the same person different attitudes can apply.
The attitude adopted when booking the marquee is usually one of careful consideration to the customers thoughts and requirements – this is obviously essential to get anywhere in the industry.
But when it comes to erect the marquee the erecting team often have the attitude of keeping the customer out of the way until it’s finished and they can come and ‘wow’ at the result. Any intervention by the customer is seen as a hindrance ‘this job would be great without the customers getting in the way’ is a view often expressed on site. I think this is a mistake.
If you actively engage a customer, if you explain exactly what you’re doing at each stage and why you’re doing it , if you explain that a customer can ask you anything about the marquee then you’re creating a much more pleasant experience for your customers. You obviously have to be aware of those customers that don’t want to know anything and just want you to get on with it but in general going the extra mile will create a nicer working atmosphere for customer and erector alike.
The big buzz around businesses in recent years is ensuring you engage with your customers (hey, welcome to our blog!), what can be more important than engaging with one of your customers who’s right there in front of you and shortly going to be paying you money?
Thanks for reading