Taking the burden off clients and realizing their housing dreams? Tifre proves it's possible!

Who is Tifre?

With over 20 years of experience, Tifre is a renovation company with a team of more than 50 skilled professionals. Tifre offers solutions for all renovations, from small alterations to complex total renovations. Passion, craftsmanship, and a keen eye for quality make the difference. Tifre understands that a renovation can be a major undertaking for a client and completely unburdens them by taking everything off their hands. Customer satisfaction comes first; everything for a perfect result and satisfied customers.

The CX challenge? Unburdening customers during an often emotionally charged construction process.

At the end of 2022, CX partner in crime Els Dhaez asked me if I had the time and inclination to put my shoulders to the wheel for a new project. The client was in the construction sector and had a very clear goal in mind. 'Els, Sarah: we aim for absolute top quality. In both what we do and how we provide service, everything has to be perfect down to the last detail. We want to prove that we truly unburden our clients during their renovation project.'

Those who have been following me for a while know that I have quite a strong opinion about how many companies in this sector are missing opportunities to do better. I was therefore very excited to be able to start working with Els at Tifre! Their biggest challenge? Instilling in the entire team what service means to Tifre and setting up the right processes to make this run more smoothly. After all, that way you can take targeted actions in response to ever-increasing growth.

Why enabling 2 CX profiles is often a good idea.

Both Els and I believe that, in addition to a shared passion, each of us has our own strengths. For Els, this involves helping to strategically devise a project and charting the initial course together with the management team. For me, in addition to strategy, it involves the operational and tactical implementation and follow-up of the plans made. Furthermore, in these types of projects, I coach employees towards desired new behaviors and train the various teams in customer-oriented communication skills. In short, unburdening clients through both a strategic and an operational approach. Moreover, this method provides you with insights from not just one, but two profiles that breathe and live customer focus. A win-win-win for your organization, therefore—an energetic combination that more and more clients are discovering. :-)

Unburdening customers (even more) at Tifre: our approach

Step 1: Understand customers and map the customer journey.

In early 2023, we kicked off with a solid kick-off day. Present: the entire Tifre 'agency' team. On the agenda: first and foremost, an introduction/inspiration session centered on “the customer”. During a short, interactive introductory session, we explained what today’s customer wants, when they are satisfied, and what customers remember (and don't remember).

Now that 'customer-centric' has more or less the same meaning in everyone's mind, we can move forward with this team. Using empathy maps, we will look for an answer to the question: Who is the Tifre customer, really?

Subsequently, with input and assistance from the entire team, we map out the customer journey to gather action points with the aim of unburdening the customer.

Step 2: Implement actions and optimize the customer journey.

With the customer journey mapped out and a solid list of action points, the operational part of this project began. Together with Tifre project manager Melissa, I got to work. We reworked all communication to customers and created a crystal-clear step-by-step plan for the Tifre project approach.

In addition, we reviewed their part of the customer journey with each team. From the first contact to the very last invoice, every component of the customer journey was carefully scrutinized and assessed against the (rightfully very high) Tifre standard.

Outcome: a more uniform approach throughout the entire organization. A bonus during these types of exercises, by the way, is that they also always benefit knowledge sharing throughout your organization!

Step 3: What does our customer actually think?

No customer experience process is complete without effectively investigating the customer's opinion and feelings. For Tifre, we conducted a qualitative telephone survey based on a number of predetermined points to be surveyed. In addition, an online questionnaire was provided that can be sent twice a year to all customers for whom a renovation project was completed.

Before you think, 'oh no, surely not a questionnaire?!', both Els and I are allergic to poorly designed surveys and employ a very specific approach in this area. We build surveys that are short but impactful. We only ask about things that really matter and don't bore you with information we already have.

Result of the exercise? Tifre has many ambassadors among current customers, although we already knew that from the many great reviews you can find on   Google   can find. In addition, we discovered a few minor areas for improvement, which enabled us to further refine the aspect of unburdening customers.

All easy to say, until you actually have to do it, right?

This is where Customerry likes to make a difference with a classic consultancy approach. In between, your team can call on us for all kinds of questions. Preparing for a difficult conversation with a client? Thinking together about how to better phrase a specific email? Reviewing new marketing material from the client's perspective? You can always contact us for this throughout your entire journey, we promise!

Step 4: Keeping customer experience on the agenda: the Tifre way

Business owners Frederik and Kelly understood very quickly that working on your customer experience is something you need to continuously maintain. That is why they established several concrete action points:

• During the monthly meeting, customer experience is a topic every single time.
• Els organizes a team meeting twice a year during which all customer-oriented actions are followed up and evaluated.
• New employees? They receive a full day of training from me on the Tifre customer journey and how best to communicate with customers.

Even all foremen were given a full day off to be immersed in the Tifre way of unburdening customers and working in a customer-oriented manner. For me, this is proof that this construction company has truly grasped the importance of customer experience across all departments. An example for many companies in the sector!

Together with Els and Sarah   Working on customer experience: what did that yield?

A valid question that we prefer to let the customer answer themselves:

Els is not only a great lady, but with her extensive experience, she knows how to perfectly put herself in the client's shoes. She is excellent at understanding situations and, from there, provides valuable advice on how to optimize. Additionally, she is to the point, which we greatly appreciate, as it allows us to move forward efficiently.

Kelly - Tifre Manager

Finally: why you too want to have your dream home realized by Tifre

At Tifre, we strive for perfection in every renovation, large or small. We work efficiently and are solution-oriented. No surprises at Tifre, because we strictly adhere to deadlines and budgets.

Our dedicated team, with over 20 years of experience and a 4.7/5 customer satisfaction score, delivers excellent craftsmanship, all for a satisfied customer.