For as long as owning a home has been part of the American Dream, homeowners have been passionate about fixing up their dwellings. Urban historians can trace the rise of the home improvement industry to the end of World War I, but more recent trends are shaping the fast growth of home services and home improvement businesses.
According to Harvard’s Joint Center for Housing Studies, homeowners spent $383.3 billion on home improvement in 2017. Researchers predict increased demand for home improvement products and services in the coming years from baby boomers who are remodeling their homes to accommodate the desire to age in place, and DIY-obsessed millennials who are buying older, affordable, fixer-upper houses and prefer to handle many of the renovations on their own.
For more than a century, home improvement contractors relied on advertisements in the local Yellow Pages to bring in business. In the digital age, having a presence on social media, online directories and review sites is critical. Homeowners’ hiring decisions are strongly influenced by online ratings and recommendations; thus, business owners must be savvy at social media, continuously monitoring their company’s online presence and responding promptly to customers’ comments on social media and review sites.
The rapid growth of the home services and home improvement market has created a surge in digital marketplaces that match consumers with service providers—from niche sites to subscription sites to general market sites. Big-box home improvement retailers have created their own professional services platforms, and more recently, tech giants Amazon and Google also have tossed their hats into the ring with Amazon Home Services and Google Local Services. Competition will be fierce, and businesses will need to deliver superior customer service to ensure high ratings and positive reviews.
For homeowners, the on-demand economy streamlines the process of searching, comparing, pricing and hiring home services. It also sets expectations for an immediate reply; therefore, home services and improvement companies will need to respond quickly to prospects and customers across mediums. Other customer service challenges include:
CustomerServ’s clients are North America’s leading providers of home services, home improvement and commercial services. Some of North America’s iconic home service brands have selected their best call center outsourcing vendors through CustomerServ. Our expertise includes the following: