Winning Customer Service as Tradesmen: Building Lasting Relationships with Clients

Today we’re going to get into the nitty-gritty of top-tier customer service—no fluff, just tried and tested methods that work for us tradespeople. We’ll chat about understanding what the customer wants, how to make sure they trust us with their homes and their wallets, keeping the conversation going even after the job’s done, and dealing with the inevitable sticky situations that crop up. It’s a tall order, but by the end of it, I reckon we’ll all be a bit better at winning customer service.

Understanding the Client

First things first – understanding your customer. Sounds obvious, right? But it’s more than just ‘hello, how are you?’ and getting on with the job. Let’s dig a bit deeper, and I’ll give you some real-life examples and takeaways to apply right away.

A. Understanding client’s needs and expectations

  1. Listening to the client

    • When I say listen, I don’t just mean hear. I mean really listen. Say you’re a plumber, and Mrs. Smith calls you up about a leaky tap. As you’re fixing it, she starts chatting about how the noise kept her up all night, and how she fears the bathroom will flood like last year. Now, if you’re really listening, you’ll realize she’s not just worried about a leaky tap. She’s worried about potential water damage. When a client tells you their problem, listen for the underlying worries. Address those, and you’re more than a tradesman. You’re a problem solver.
  2. Asking the right questions

    • You can’t always wait for customers to give you all the details. That’s where your expert questioning comes in. Let’s say you’re an electrician, and you’re called to fix a faulty light switch. Instead of just getting to work, ask about any other electrical issues. Flickering lights? Circuit breakers frequently flicking off? You might uncover deeper electrical problems they weren’t aware of. Don’t be shy to ask probing questions. It’ll help you do a better job and show the customer you’re thorough.

B. Understanding the value of the client’s time

  1. Punctuality
    • I remember once, I was late to a job due to traffic. I didn’t call the customer to inform them, thinking a few minutes late wouldn’t matter. But when I arrived, I could tell they were annoyed. Turns out, they had taken time off work and my lateness messed up their schedule. Always, always respect your client’s time. Be punctual, and if you can’t, let them know as soon as possible.

Building Trust

It’s not enough to understand our customers, we need to build a relationship based on trust. Now, let’s get into the how of it.

A. Importance of trust in customer relationships

Trust is like glue for any relationship, and it’s no different with our customers. If they trust us, they’ll call us back, they’ll recommend us to their friends, and before you know it, you’ve got more work than you can handle.

B. How to build trust

  1. Transparency in communication

    • It starts with being clear and open. Say, for example, you’re fixing a leaky roof and you discover there’s more damage than you thought. It’s gonna cost more and take longer to fix. Break it to them gently, but be honest. They might not like the news, but they’ll appreciate the honesty.
  2. Honesty about the project timeline and costs

    • This one ties in with our first point. Don’t promise what you can’t deliver. If a job’s gonna take a week, don’t say you can do it in two days. Sure, it might get you the job, but when you don’t deliver, trust me, you’ll lose more than you gain.
  3. Consistent quality of work

    • Last, but definitely not least, do good work. No shortcuts, no quick fixes. Your work speaks for you, and nothing builds trust faster than a job well done.

Maintaining Clear Communication

Now we’re getting into the heart of the matter – communication. You can be the best at your trade, but if you can’t communicate with your customers properly, you’re not going anywhere. So, let’s break it down.

A. The importance of keeping the client informed

You see, it’s all about making the customer feel like they’re part of the process. Nobody likes being kept in the dark, especially when it’s about something as important as their home. Keeping them in the loop makes them feel valued, and that’s a big win in our book.

B. Best practices for maintaining communication

  1. Regular updates on work progress

    • This one’s simple. Just keep them updated. A quick call or message at the end of the day to fill them in on what you did and what’s coming up next – it’s not hard, but it can make a world of difference.
  2. Explaining potential delays or problems

    • And when things go sideways, as they sometimes do, don’t try to hide it. Be upfront. Tell them what’s happened and what you’re going to do about it. It might not be the best news, but it’s better than leaving them guessing.

Customer Service Beyond the Job

Let’s say you’ve finished the job, the customer’s happy, you’ve been paid, and you’re ready to move on to the next one. But hang on a minute. The job might be over, but customer service? That’s just getting started.

A. Post-job follow-ups

  1. Ensuring customer satisfaction

    • Once the dust has settled, it’s a good idea to check in with the customer. A quick call to make sure everything’s working as it should and they’re happy with the job – it might seem like a small thing, but it goes a long way in showing that you care.
  2. Addressing any potential issues promptly

    • And if something isn’t quite right, don’t just brush it off. Get in there, sort it out. Showing the customer that you’re willing to go the extra mile, even after you’ve been paid, that’s something they won’t forget.

B. Creating opportunities for repeat business

  1. Offering preventive maintenance or regular check-ups

    • Here’s a little tip: don’t just wait for things to go wrong before you get in touch. Offering regular check-ups or preventive maintenance, it’s a win-win. You get steady work, and the customer gets peace of mind knowing their home’s in good hands.
  2. Building a referral program

    • Lastly, don’t be afraid to ask for referrals. If you’ve done a good job and they’re happy with your work, chances are they’ll be more than happy to recommend you to their friends. And that, mate, is the best kind of advertising.

Handling Dissatisfied Customers

Now, I won’t sugarcoat it, this next part isn’t always easy. But it’s a part of the job we’ve all got to face from time to time – dealing with unhappy customers.

A. How to turn complaints into opportunities

  1. Dealing with difficult situations professionally

    • Let’s face it, sometimes things go pear-shaped. When they do, the key is to keep your cool. Listen to the customer’s complaint, acknowledge it, and work out how to make it right. Remember, everyone has off days.
  2. Learning from customer feedback

    • And here’s something you might not have thought of – complaints are an opportunity in disguise. They give you a chance to learn, to improve. So, take them on the chin and use them to better your work.

B. Managing expectations and overcoming disappointments

  1. Offering solutions, not excuses

    • When a customer’s unhappy, the last thing they want to hear are excuses. So, skip the blame game and go straight to solutions. Tell them how you’ll fix the issue, and then do it.
  2. Apologizing when necessary and making amends

    • And if you’ve messed up, own it. A simple "I’m sorry" can go a long way in smoothing things over. Then, make it right. Whether that’s fixing the problem, refunding some money, or doing a little extra work for free – it’s about showing the customer that you value their business.

Conclusion

Just to recap, remember, the key to winning customer service is really understanding your customer, and not just what they need from you as a tradesperson. It’s about showing them that you value their time, their homes, and their satisfaction with your work. Be honest, keep them in the loop, and always deliver quality work. And when things go south, as they sometimes do, remember to listen, apologize, and offer solutions.

Remember, at the end of the day, it’s not just about the job, it’s about the people we do it for. Keep that in mind, and you’ll be winning at customer service in no time.