What makes a customer choose a particular tradie to call and what makes them call the same tradie again for more work in the future?
It’s good customer service, no doubt!
1. Reliability
Imagine a customer has booked in a carpet cleaner to clean the carpet of his whole house on a particular day. Before the day arrives, the customer would have had to move their furniture so they are not in the way for the carpet cleaner. This would also mean that half of the house will be stacked with furniture while the carpeted area is now empty. Imagine getting a call the next day from the carpet cleaner letting you know that they need to reschedule because of some other pressing reason. We understand that such things happen but unfortunately in the eyes of the customers, it’s almost unforgivable.
So make sure you do whatever it takes to find a replacement to meet that booking, whether sending another team member to do the job or even giving that job away to a competitor. Sending jobs to a competitor in this scenario does not mean you will lose the customer forever. In fact, if you have called the customer up and explained how you would rather give the job to a competitor to meet the booking, chances are they will remember you as being reliable and recommend you to their friends when the need arises.
2. Punctuality
We know leaking pipes or a blocked toilet is not pleasant and some customers may have to take time off to get these fixed. If a tradie is punctual and arrive at their expected time range, chances are the customer will call you again the next time they need a plumber.
3. Go above and beyond
Now that the air-conditioner, the switch board or hot water system is fixed, chances are there will be some mess created. Even though it may not be expected from the customer, if you leave the area spotless and treat the area like you would your own, the level of appreciation from the customer will shoot up and a repeat business will be guaranteed.
4. Quick turnaround time
If a customer emails or phones to enquire about something make sure they are replied to within the same day. Even if the reply is simply an acknowledgement to let the customer know that you have received the email or message and will get back to him as soon as you are able to.
5. Friendliness
Finally a big smile is always a big winner. Being friendly and approachable and offering information and help with a positive attitude will go a long way with any customers.
We hope the above simple tips will not only make your customers’ day but your day as well as ultimately happy customers’ means more businesses your way.
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