Sam and I moved into a new build just over a year ago and, with a four-page snagging list, we’ve had no end of trades through the door. While not directly hired by us, some left a better impression than others, and the best ones were asked for their business card.
Creating a positive impression will help towards word of mouth recommendations, repeat business, and hopefully having your invoice paid on time. Showing respect for your client and their property is important, as they are hiring you in good faith to fulfill the brief. Even though you’re being paid to do a job, you’re still in someone else’s home or workplace, and you shouldn’t ever forget that.
I sat down with Sam to go through the top 10 things we agreed make for the best customer experience, mine from the client’s point of view, and Sam’s as an electrician. Here goes!
1 - No Swearing
It sounds obvious, but if you swear regularly, you may not even be aware that you’re doing it. I have to pull Sam up on this one while we’re at home, but when he’s with a client, he censors his language. Even if your client swears like a docker, keeping your language clean creates a more professional impression.
2 - Use Dustsheets
We had two decorators in our house last year because the quality of the finish was so poor, despite the house being new. They didn’t use dust sheets and we were cleaning for weeks after. Not to mention the splashes of paint on the carpets and curtains! It was a nightmare! Don’t forget to keep an extra sheet handy in case the bottom of your toolbox is dirty, and especially when using a ladder indoors that you’ve been using outside.
3 - White-Soled Shoes
If you’re in the painting and decorating trade, you probably already do this, but it can equally be applied to other trades. Wearing white-soled shoes looks cleaner and ensures no black scuff marks are left behind if you do wear your shoes in the house. Unless you’re told otherwise, assume the client wants you to take your shoes off before you enter the house, or just inside the front door. Keep a good supply of disposable overshoes in case you do keep your shoes on, but if in doubt, ask if the client if they would like you to take your shoes off. Just make sure you wear decent socks! 4 - Smell Nice
Sam keeps a can of body spray in his van and, if the weather is really hot, a spare t-shirt. As well as feeling fresher, it’s best not to arrive at your client’s house smelling of sweat. If you’re a smoker, keep some mints in your van, and use a hand wipe after smoking, so you don’t smell like an ashtray. 5 - Be Polite
Even if you don’t feel that should have to ask your client if you can use their facilities, it’s polite and shows respect if you do, and good manners still carry weight. It’s unlikely that your client would refuse, but a little courtesy goes a long way.
6 - Good Communication
When you arrive at the client’s house and know what you need to do, let them know that you’re happy to get on with the job, and that you’ll tell them when you’re done. Sometimes, you client can be hanging around wondering if they’re needed to impart further information. If your client is at home when you’re on a job and you decide to stop for lunch or a break, tell them. If you disappear into your van, you client may wonder where you are, especially if they’re paying you by the hour. 7 - Check Parking Arrangements
Always ask in advance about where you can park your vehicle. If your client forgets to tell you that you’ll need a permit, or that there’s no driveway, you may end up circling the block to find a space, or have to carry your heavy tools a long way. This may make you late, so be clear on this before you set off.
8 - Smile
Being friendly helps put your client at ease and creates openness and trust. This is important when you’re in someone else’s home or business premises, and will help towards repeat jobs and word of mouth recommendations. Smile when you meet your client to create a really good first impression. 9 - Clean Up
It’s equally important to leave a good lasting impression, so before you leave, ensure you have cleaned up after yourself. If there’s a lot of rubbish from the job, check with the client that they’re happy for you to put it in their bin and that they can dispose of any large boxes or packaging, particularly if they’re elderly. Don’t forget to wipe up or vacuum any dirt or dust you create as a result of carrying out the job. We are sure your clients will love you for it! 10 - The Customer is Always Right
You may hate their choice of wallpaper or light fittings, but remember, they have to live with it, not you. While you should always offer advice when you see fit, be wary of judging their taste. After all, it can’t be that bad, because they hired you, right?
Do you agree with this list? Have we forgotten anything? Please let us know your thoughts in the comments below.
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