In the trades and services industry, delivering high-quality work is essential, but it’s only one part of the service you provide to your customers. Equally important, if not more so, is the way you treat your customers. From cleaners to electricians, trust and reputation are everything, exceptional customer service can be the difference between a thriving business and one that struggles to gain a good reputation and word of mouth referrals.
When customers reach out to your business, they are making the first point of contact, this is the first introduction to your business. Nothing turns me off a business more than when I call and they awsner with “hello”, The phone call gives your customers the confidence they need to decide if they want to conduct business with you. You should always answer the phone in a professional and friendly manner. Something along the lines of “Thank you for calling business name, you are speaking with or this is your name, how can I help you. This greeting does three things, it tells your customer who they are speaking with, it tells them your business name and you are giving the impression that you want to help. During the phone call it is important to give the customer the answers they need and the information they want. If you can close the lead and make a booking or quote appointment during the conversation that is great. If they customer uses the “I will talk to my husband and get back to you” line it is important to respond with something along the lines of “no problems, you have our details, please feel free to come back to us when you are ready to move forward” Hang up the phone and move on with your day.
Tip; To keep the lead alive you can ask the customer for their email address where you can send them an email detailing what you have discussed during the conversation. You can also use this to follow up with them.
One of the most critical aspects of customer service is communication. Clear, honest, and regular communication with your customers ensures that they feel informed and valued throughout the process. Whether it’s explaining the scope of work, providing a timeline, or discussing costs, transparency is key. Customers appreciate knowing what to expect, and when you deliver on your promises, it reinforces their confidence in your business.
Reliability is another cornerstone of good customer service. Trades and services businesses often work on tight schedules, balancing multiple jobs and deadlines. However, no matter how busy you are, it’s vital to show up on time and deliver as promised. If delays are unavoidable, keeping the customer informed and offering alternative solutions can turn a potentially negative experience into a positive one. Reliability isn’t just about showing up; it’s about consistently meeting or exceeding expectations.
In addition to communication and reliability, the little things matter. Courtesy, respect, and a genuine willingness to help go a long way in making customers feel valued. This might mean taking the time to answer questions thoroughly, going the extra mile to ensure the job is done right, or simply being polite and professional in all interactions. These seemingly small gestures can leave a lasting impression, turning a one-time customer into a loyal advocate for your business.
Customer service is also about handling challenges and complaints. No business is perfect, and mistakes can happen. When they do, how you respond is crucial. Instead of becoming defensive or dismissive, listen to the customer’s concerns, acknowledge any errors, and take steps to make things right. A well-handled complaint can actually enhance your reputation, showing that your business is committed to customer satisfaction and willing to take responsibility when things go wrong.
Moreover, in today’s digital age, the impact of good (or bad) customer service is amplified. Online reviews, social media, and word of mouth can quickly shape public perception of your business. Satisfied customers are likely to leave positive reviews and recommend your services to others, while unhappy customers can do the opposite. By prioritising excellent customer service, you not only increase the chances of positive feedback but also create a protective buffer against the occasional negative review.
Exceptional customer service isn’t just about keeping customers happy—it’s also a smart business strategy. Satisfied customers are more likely to return for future services, refer others, and even be more forgiving of occasional hiccups. In a competitive market, where many businesses offer similar services, the way you treat your customers can set you apart from the competition.
In the trades and services industry, where reputation is everything, exceptional customer service is not a luxury—it’s a necessity. By focusing on communication, reliability, respect, and a proactive approach to problem-solving, you can build strong, lasting relationships with your customers. These relationships are the cornerstone of a successful business, ensuring that your customers keep coming back and bringing others with them. In the end, it’s not just about the work you do; it’s about how you make your customers feel. And that can make all the difference.
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