When people have to hire an electrician, plumber or HVAC technician, it can feel stressful. After all, they are trusting your company to come into their home and fix an important issue. They want the experience to go smoothly and to feel satisfied after you leave. Here are some ways to demonstrate customer service excellence the next time you get a call.
Communicate Clearly
Not everyone has your trades background – in fact, most of us don’t. That is why it’s important to communicate clearly at all stages of the process so the customer understands what’s happening during the service call. Take time to answer questions and provide clarity, be responsive when the customer contacts you, show up on time for appointments and provide follow-up information promptly.
Demonstrate Professionalism
There are many ways to demonstrate professionalism in your field. Wear your uniform and keep it as tidy as possible given your work. Use clean equipment and maintain a clean and organized work area. Professionalism also means being courteous, respecting your customer’s property and belongings and cleaning up thoroughly when your job is done.
Be Trustworthy
Customers place a lot of trust in you when they invite you into their homes. By showing a genuine concern for their satisfaction and demonstrating honesty and integrity, you can help put them at ease. Be upfront about costs and don’t try to upsell unnecessary services, or make customers feel like they are simply a means to make money.
Give Them Their Money’s Worth
It is important for the customer to get good value for their money. Offer a fair price for your services, use quality materials and perform work that you can be proud of so that your customer feels they received excellent service.
Deliver a Five-Star Customer Experience
Your customer’s experience comes down to a combination of technical know-how, communication, professionalism, trust and value. Polish these skills and watch as you start to acquire repeat customers.
Just getting started in your trades career? Explore The Trades is here to help. Find an HVAC, plumbing or electrician apprenticeship program near you. They combine on-the-job technical training with structured learning experiences that help you develop soft skills such as professionalism and communication.
Explore our apprenticeship resources to learn more.