Focus on Customer Experience in 2022

RCS Influencer Tammy Hall says that growth in 2022 will be achieved through an enhanced customer experience.  

How we will grow business in the new year is a big question for 2022. We are ending 2021 with material shortages, labor challenges, and potential OSHA overreaching regulations regarding COVID, to name just a few obstacles. But having said that we like to deal with the basics and that is what we are going to be doing in 2022. 

Our main goal in 2022 is to improve on our customer experience, from our web site to our communication. We have grown year after year through a strong referral program from both our residential and commercial clients. Our customers have always been front and center and as we move into 2022, we will be creating a myriad of benefits to ensure we elevate our customers’ experience with our team.  

We just relocated into a new facility in November and this new space has allowed us to up our technology. This started with a complete overhaul of our accounting software (quite a painful process) to increasing the visual engagement on social media. We have put an in-house team together that will be responsible for all our visual media development. We want our customers to know us, what we stand for and why we do what we do. We will use social media, our web site, and advertorial opportunity to produce various roofing tutorials, employee engagement, customer testimonials, examples of our work and more.   

While customers are number one, we also plan to increase our employee focus through a new structured training program open to everyone from crew to office personnel. We want this investment to elevate career opportunity as well as our customer experience from time of sale through completion of the work.   

The business landscape has been significantly altered by COVID and businesses have had to adapt. We have chosen to see 2022 as an opportunity to successfully leverage these challenges. Nothing I am sharing is new but having the culture to create the structure and follow through is the key and we feel is the best way to be equipped for a successful 2022. 

Tammy Hall is the Director of Marketing and Service Division for CFS Roofing Services LLC. See her full bio here.