There’s no ignoring it – take a look online and you will find hundreds of forums, filled with disgruntled customers complaining that they’ve been let down yet again by a builder, plumber, plaster, electrician…
The building industry doesn’t have a particularly good reputation when it comes to customer service. Why? We’re not sure. Many tradespeople are reliable, well-presented, organised and courteous. Unfortunately though, a lot aren’t. Most of us aren’t lacking for work; perhaps the busier we get, the easier it is to forget to send that quote on time, to turn work down at the last minute, to not bother doing that job as we have enough work on.
But that’s no excuse – it’s important to remember that all of our businesses have been built on skill, experience and word of mouth. We need to stay up-to-date with the latest regulations. We need to learn on the job. And we need to be reliable, professional and polite. It can take years to build a business. Yet it only takes a few bad reviews to destroy a reputation.
Most people now use online forums to choose a tradesperson. Sites like Checkatrade and MyBuilder are great ways to market your business… as long as you have consistently good reviews.
Become the tradesman they trust
Potential customers will have wealth of options when it comes to choosing a builder, plumber, plasterer or electrician for the job. They will also likely have many questions and concerns. It is important to remember that what you consider a job, they know as their home. Having a stranger come into their home to chase out walls, lift up floorboards or knock down walls is a daunting prospect.
Make sure you answer their questions and are as upfront and honest as possible. If you don’t think it’s a job you’ll want to take on, tell them. Don’t leave them waiting for a quotation that will never arrive.
Some customers will know what they need you to do; others will simply know that they need your skill set but won’t have a clue what re-siting a boiler or rewiring a house actually entails, or why wallpaper and plaster will be destroyed. Make sure they understand the work involved and how it will impact their lives. Will they be able to carry on with their day-to-day lives? Will they lose water or electricity and if so, how long for? How dirty and dusty will their house become? Can they remain living there or would it better for them to find temporary accommodation whilst work is being carried out?
To us, most of the answers to these questions are obvious, but many customers may never have had to deal with more than a fuse going or a burst pipe. Providing them with the information they need will not only allay their fears, but also build their trust in you.
Try to consider the bigger picture. Is this customer completely new to the renovation game? Do they know which trades need to come in first? Can you recommend other businesses – people you trust to do a good job? That little extra bit of effort can make all the difference and ensure that the next time that customer is asked about the quality of your service, you get top marks for workmanship
and
customer care.
What makes a good tradesperson?
To be a successful tradesperson, we firmly believe you should have the following qualities:
- The appropriate training, qualifications and experience
- Good technique in the work you carry out
- Manual dexterity
- Problem solving skills
- A thorough knowledge of the tools and equipment you use to carry out work
- An interest in trends within your industry
- Good communication skills
- Excellent customer service skills
We hope you found this article ‘the importance of being reliable, professional and polite tradesperson’ useful, please call Gas Training & Assessment on us on 01268 727797 today if you have any queries.
