Whether you are a plumber, TV engineer, Gas engineer or other trades person, just getting a booking isn't the end of the story. It's important that the customer is completely satisfied with all the work carried out. This will ensure they pay promptly and also help to build a good reputation. There are certain things your technicians can do to build excellent customer service.
Flexibility
Booking appointments is always difficult because you have to know when you are free. For the best experience from your customer’s point of view, technicians need to be as flexible as possible. Try to offer a range of appointment times, including as late as is possible. Also, being able to manage and track appointments using a smartphone will be a huge benefit to your business.Calling Ahead
We all lead very busy lives, and few people have enough time to wait in all day for a technician. It doesn't take much for the technician to call 20‐30 minutes before they will arrive at the property to carry out some work. This allows the customer to have some normality in their life without necessarily needing to stay in all day. It also means that the customer won't be worried about missing the technician since they will have warning.Identity
Letting a stranger into your house to carry out work is a scary thought for many people. That's why it's a good idea for your technicians to prove their identity even without being challenged. This will put the person’s mind at rest and allow them to relax a bit. It's also a good way to introduce your company name. When dealing with vulnerable customers it would even be possible to set a password that the technician can use to prove they are who they say they are.Looking Good
Technicians need to create the right first impression for best results. To do this they need to be smart and well presented. Ensure you provide them with spare overalls and working clothes so that they can change if required to keep themselves looking professional.
Doing a Good Job
The main way a customer will rate the work carried out by the technician is how well they actually completed the job. Work should be completed to a high standard and ideally be covered by a guarantee. Technicians must also clean up after themselves. Technicians should also be encouraged to remove all waste from the property and take it away with them, unless agreed otherwise.Survey After Each Visit
You will normally only ever hear from your customers if there was something seriously wrong with the visit. This is because people only ever seem to complain. One way to prevent this is to survey customers after each and every visit. This can be done in several different ways, either over the phone or by leaving a questionnaire.Phone surveys often have better results, although they can sometimes be seen as a nuisance by some customers. To learn more about how to make the internet work for your business, sign up for our latest webinar.
Your expert in home service based businesses.
Tommy Mello is a successful entrepreneur, inventor, writer and speaker. He is CEO of four self- started business including a nationally recognized garage door service company. As a leading authority on branding and market recognition, Tommy aims to help other service businesses reach their full potential.
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