There are plenty of stories about businesses from the in-home industry, like plumbers, electricians or even heating and cooling services, being unable to communicate effectively with clients. Let’s face it – we’ve all been there or know someone who was dissatisfied, blindsided by a price to fix your plumbing after that much-needed work was completed. Maybe your home went briefly without air conditioning, and the specialist you called was late responding or simply forgot to swing through your neighborhood on that scorching day in July.
But, whether you’re a business owner on down to a technician, there are plenty of ways to prevent these horror stories from becoming an utterance about the jobs you pridefully complete daily! This blog discusses a few simple strategies to help mitigate miscommunication and stay organized while simultaneously growing your business. Your clients’ opinions matter, whether it’s through their Facebook or Instagram posts – even over coffee with their friends.
Who doesn’t want to grow their business’ popularity through positive feedback from clients? Here are four tips to help your staff effectively communicate with other team members and customers.
Relating to the customer
A cornerstone of any successful business is the ability to show the customer you’re a trustworthy representative of a company. First impressions, in particular, matter – especially if your clients trust you enough to enter their home. That means tossing your ego to the side and, if you don’t readily have a solution to the customer’s problem, be unafraid to admit you don’t know and timely follow up to provide the answer they need.
We’re human, after all. And, of course, the average person doesn’t always understand what a technician fixed or why because the message gets lost in jargon. Most people don’t know the names for specific parts on a water heater or even the wires and circuits strung across their homes. You can provide better, relatable service – both identifying the problem faster and offering a personalized explanation to the customer – by referencing past jobs for clients in which you tackled a similar issue.
Your etiquette is everything
Respect is a two-way street, and that undoubtedly applies to customers and these industries discussed in this month’s blog. Strong client feedback can be fostered by your technicians showing professionalism. That includes their willingness to remain positive no matter the job.
It’s extremely important for technicians to show they care about the client through a positive vocabulary – from “absolutely” to “we’ll take care of you.” Active listening, like hearing a client’s feedback or opinion on the task, helps specialists better decipher what’s needed to solve the problem.
Going digital with a digital price book
Paper trails are great, when all else fails. But it’s 2021 and, if you’re looking to drive up business for your plumbing or electrical company, digital price books are probably worth the investment. Start dispatching your technicians to jobs via software and give them the freedom to price new or replacement products in front of the customer – that cuts out what would typically be a trip back to the office. This may help your specialists gain confidence calculating job estimates for clients and, in return, cultivate added trust in the quality of your work.
A digital price book can even generate sales, since the customer has the ability to visualize products and services you offer straight from a phone or tablet. By going digital, you’re eliminating a possibility for incorrect math and chicken scratch handwriting on carbon paper. Why not give these price books a shot?
The profoundness of punctuality
This tip is important, whether you’re in a suit and tie entering a board meeting or carrying a tool bag into a customer’s home. Arriving to a job at the agreed time – and, if you’re late, calling the client with an updated arrival – shows you’re prepared to work, professional and care about the assignment. When a customer is stuck waiting at home for a repair or installation, especially during work hours when they have additional responsibilities, lateness creates tension upon arrival.
Tardiness, especially without a heads-up provided to the client, takes away time from their day and causes them to feel like the importance of their needs is diminished. It tarnishes whatever relationship you’ve built and how the customer views their experience. Punctuality keeps workers from feeling scatter-brained from the rush of racing to an assignment upon arrival as well.
Communication can be a simple fix, which can prompt major results, through these few easy steps. Owners – we all want to grow a successful, reputable business, right? These tips may be the tools you need to enhance customer satisfaction and promote a healthy environment for your employees!
