When it comes to customer experience, there’s no room for failure. Today’s customers expect relevant, seamless experiences at every stage of their journeys—or else.
Companies that successfully strive for strong customer experiences achieve higher customer satisfaction rates, reduced customer churn, and increased revenues. Customers expect every interaction, end-to-end, to be the best experience they have with any company.
The shed and portable building industry is no different. Building a great customer experience for shed and portable structure sales involves a multi-faceted approach focused on understanding customer needs, delivering exceptional service, and ensuring high-quality products.
“Ensure excellent customer service through responsive communication, knowledgeable staff, and robust post-sale support,” says Sean Norem, senior national account manager and the team for Offsite Construction at LP Building Solutions in Nashville.
“Create a seamless purchasing experience with a user-friendly website and flexible payment options and offer timely delivery and professional installation. Engage with customers through follow-up, testimonials, and referral programs, and continuously improve by analyzing feedback and staying updated on industry trends.
“Enhance your marketing efforts with valuable content and active social media engagement.”
SUCCESSFUL STEPS
Craig Froh, director of sales at Post and Beam Barns by Country Carpenters in Hebron, Connecticut, says customer service is at the foundation of everything his company does.
It’s what has sustained a successful business for 50 years and grown his customer base where referrals and past customers make up the second largest portion of his customers behind Internet searches.
“The customer experience begins from the moment a potential client reaches out,” Froh says. “We respond within the first 24 to 48 hours, acknowledge their request, and ask questions to find out what their needs are for the building and which option might best suit them.
“We offer guidance upfront on what roadblocks they may encounter and helpful solutions to avoid pitfalls. Our building kits themselves are designed to provide a great customer experience, we provide a package that includes color-coded plans that correspond to color-coded framing, construction diagrams, supplemental instruction details as well as expert support Monday through Friday 8:00 a.m. to 4:30 p.m.
“We stand behind our buildings with our guarantee and a 50-year history spanning over 40 states and around 5,000 buildings.”
At Denver-based Innovations Manufacturing Inc., sales executive Adrien de Maleissye says his company tries to offer top-tier products that solve problems in the storage shed industry.
“Many customers reach out to us when they have warranty issues with the products that are currently on their buildings,” he says. “They replace those products with ours and have confidence that whatever problem they had before is now resolved.”
To ensure a positive customer experience and a solid first impression, Matt Housworth, president at Southeastern Portable Buildings in Eatonton, Georgia, says his employees greet customers upon arrival on sales lots and make themselves available for any assistance they may need.
“Most customers request we tour the buildings with them,” he points out. “And during that time, our employees focus on asking ‘the right questions’ so that they may assist a customer in selecting a building that satisfies their needs, set-up location, and budget.
“When the customer decides to purchase, it is important to take that sale from the verbal decision to a printed invoice, work order, and approved financing as quickly as possible,” Housworth adds.
“When the customer leaves the office, they have been informed and carry with them information on delivery requirements and procedures, production and setup times, and multiple points of contact if they would like to reach back out to us.
“By assisting the customer in an efficient professional manner, we feel it gains the customers’ confidence that they made the right decision and that they have chosen the company that will follow through with construction and delivery with the same respect and efficiency that they received at the point of sale.”
SHED SELLING POINTS
Common shed selling points that enhance the customer-buying experience include emphasizing the durability and quality of materials.
Shed builders need to offer options for sizes, styles, and features and showcase the versatility of the shed for various uses and its aesthetic appeal with stylish designs and finishes.
“Detail security features for peace of mind, eco-friendly materials for sustainability, and a comprehensive warranty with excellent customer support,” Norem says.
“Additionally, stress cost-effectiveness and provide financing options, while sharing positive customer testimonials to build trust.”
A key shed selling point Southeastern Portable Buildings uses to enhance the customer service experience is emphasizing the quality construction of its floors, doors, and roof.
“Though the entire building is built with quality materials, we feel these three items are really important to the customer,” Housworth says.
“We also emphasize that we have been a family-owned shed manufacturer in the business for over 30 years and that our delivery personnel and equipment are owned by us. These points help gain consumer confidence in our product and our ability to follow through with efficient deliveries and any support they may need in the future.”
Since Innovations Manufacturing does not sell sheds, it believes that a shed (and its customer service experience) is not complete without a ramp. This is why one of the company’s key selling points is emphasizing “A Ramp That Belongs on Every Shed!”
“Many shed dealers/manufacturers will sell or deliver a building and the first thing their customers ask is ‘How do I get my lawn mower in this shed?’” de Maleissye explains.
“The customer then sells themselves one of our ramps. The product sells itself.”
CUSTOMER COMMUNICATION
Communication is vital in the shed-buying experience, shaping how customers perceive your brand and feel supported throughout their journey.
Timely and clear responses build trust and credibility, while personalized interactions and effective problem resolution enhance satisfaction. Informing customers about product benefits and offering expert advice guides their decision-making, and post-purchase follow-up maintains engagement and shows commitment to improvement.
“Storytelling further enriches the experience by creating emotional connections, showcasing product benefits, and building community and loyalty through relatable narratives and customer success stories,” Norem says.
“Together, communication and storytelling ensure customers feel informed, valued, and connected, leading to a memorable and positive experience.”
Housworth agrees that storytelling is important for the customer to like and connect with the salesperson assisting them but cautions to be careful not to take up too much of their time.
“Stay focused on helping your customer and be sure to bring the conversation back to the sale in a timely manner,” he shares. “Be respectful of your customer’s time and that of the next customer you may have waiting to be helped.”
To promote a positive customer experience, de Maleissye explains that he always communicates to his customers how his company’s products have solved problems for others in the shed industry. These stories are a testimonial to his products.
“Our customers want to know how our products have helped others sell more buildings,” he says. “Some may reach out to other companies who do not offer ramps and recommend us as their ramp supplier.”
Communication as part of the customer experience helps discover the needs of the client, helps with the design aspects, and aids in preparation for delivery and installation.
Because outbuildings are often companion structures Froh says design conversations “will invariably include pictures of the existing property and structures to glean existing design considerations.
“It’s at this step of our process where we get that special look into our client’s lifestyle, wants, and needs. It’s important and it’s often personal; we take that to heart.
“We use storytelling to let the clients know about successes and pitfalls other clients have had to communicate what can go wrong and what can go right depending on how you follow the process and what you need.”
Froh offers both a delivery story and an installation story.
“A client wanted to build our 2-story model on a remote island where pre-cut parts could only be moved to the job site by way of ATVs,” he says. “Being part of fulfilling our clients’ dreams is worth every effort we pour into logistically challenging deliveries and builds.
“Another client told us that unless he could buy our pre.cut kit that he and his sons would build themselves, he would not buy it. He needed to be fully prepared for the undertaking—we take that responsibility seriously.”
ONLINE MARKETING AND YOUR CUSTOMERS
Online marketing is an excellent way to reach out to customers and enhance the shed-buying experience.
Keeping your company regularly in front of customers with online marketing means customers will be more inclined to contact you for their needs and more likely to refer your company to somebody else.
At Southeastern Portable Buildings, Housworth frequently finds many customers coming to one of his sales locations having already spent a fair amount of time on his website and were led to the sites by social media or web search engines.
“Social media and other digital marketing campaigns are important drivers to customer traffic on your sales lots by initially steering the customers to your websites where they can come in contact with the bulk of the information they need to decide where they would like to initially go and shop a shed in person,” he shares.
On social media, showcase high-quality images and videos of your sheds, engage with customers through comments and Q&A sessions, and encourage user-generated content.
Norem explains, “Ads should focus on targeted and retargeting campaigns highlighting unique selling points and customer testimonials. Email marketing can be used to send personalized offers, informative newsletters, and updates on promotions.
“Additionally, content marketing like blog posts and case studies, along with SEO optimization and a referral program, can further engage customers and drive sales. By integrating these strategies, you create a seamless experience that informs customers and encourages referrals.”
Enhance the shed-buying customer experience and generate more referrals by utilizing engaging social media content, targeted ads, personalized email marketing, and exceptional customer support.
Froh stresses sharing high-quality images, customer testimonials, and running interactive posts and promotions on social media.
“Use targeted and retargeting ads, seasonal promotions, and personalized email offers to capture and retain customer interest,” he says.
“Implement referral programs, host workshops, and partner with influencers to build credibility and reach a wider audience.
“Providing educational content, gathering feedback, and maintaining a strong online presence will create a seamless customer journey, leading to increased satisfaction and referrals.”
