Electrical contractors often take on one-time jobs, but a steady stream of loyal customers is the best way to keep a contracting business going. Here are some ways that you can keep your customers smiling.
1. Arrive on Time, Every Time
Start off a project with the right impression by arriving on time, ready to work. Nothing shows that you take your work seriously like proper time management skills. But don't stop there. Establish a reputation of reliability by arriving to work on time every single day. Small efforts like these make a big difference when you're performing a service for someone else. It's the kind of thing that will make customers call you back for future jobs and recommend you to their friends.
2. Be Available to Answer Questions
While you may have completed countless jobs before, your customers probably know little to nothing about electricity. It's natural for them to have questions about everything from the potential dangers of your project to the types of tools you'll be using. Make yourself available to customers by letting them know that you welcome all questions. You'd be surprised how much people appreciate a gesture like this.
3. Communicate Well with Other Team Members
You're probably not the only one who will be coming onto the property to work. Plumbers, carpenters, and other contractors are often on-site at the same time, and you will need to collaborate to make decisions about projects.
You may also be working with other electrical contractors from your company on the same project and will need to communicate effectively with your partners, bosses, and anyone you're leading on the team. A great way to use technology to your advantage is by communicating through a service-based software that allows you to schedule workers, set quotes for projects, and handle inventory.
4. Provide an Accurate Budget Estimate and Stick to It
Customers want to know what you're going to charge for a big project and the cost breakdown for labor and materials. You'll need to accurately estimate the amount of work you can complete in a given time. For larger projects, visit the property first, then come up with your final number. This will help you identify the materials you'll need, the tools you may use, and any difficult features of the property that could lead to setbacks.
5. Be Honest About Changes and Setbacks
That being said, even the best-laid plans may not work out. When it turns out that your budget isn't enough to cover the project or you're going to require more time than you initially estimated, always tell your customer what's happening and explain how it will change the process. In many situations, setbacks will be out of your control.
Keeping everyone protected and finishing the project the right way is always more valuable for your business than cutting corners to meet deadlines. Most of the time, not only will customers understand, but they'll also appreciate that you're so committed to their safety.
6. Make Your Point, But Don't Argue
No matter how friendly you are and how great your service is, there will always be clients who just want to fight with you instead of addressing their concerns. Often, this is because they have felt unheard or unappreciated as a customer before, not because you're doing anything wrong. When you're dealing with a particularly difficult person, the relationship doesn't have to be a lost cause. Just remember that you're the expert and try to see where they're coming from.
The best way to manage these people is to make your point once and then listen to what they have to say with an open mind. Arguing with them will get you nowhere and will make you seem less professional. Although it won't be pleasant for you, some customers may just want to vent. Once they realize that you care enough to listen, they may be more open to communicating calmly.
7. Read the Room
Working as an electrician requires technical skills and people skills. When you arrive at a job, you need to be able to gauge the mood of your customers and respond in a way that makes them feel comfortable. Some people will want to chat and get to know you a bit before you start working, while others would prefer you to be in and out as quickly as possible. Customers could ask for updates every single day, or they could care less about anything but the cost.
8. Be Flexible
One of the best ways to show someone that you care is by giving them your time. You'll probably have a busy schedule without too much leeway, and you shouldn't change your entire day to fit one customer. But when you have an extra hour and a client calls in a panic, dropping what you're doing to be of service makes a huge difference. Occasionally coming in early or staying in late to accommodate a last-minute call can turn a one-time customer into a lifelong one.
9. Ask for Feedback When the Job Is Complete
Your work doesn't end when your project is finished. Following up with your customers is one of the best ways to build a loyal relationship. Soon after you're done, ask for feedback about the quality of your work, communication style, and the timeline of the project. You can apply this knowledge to future customers and later jobs with the existing one. A month or two after the project, give them a call or an email to make sure that everything is still running smoothly.
Give your customers a great experience every time by delivering more than a quality electrical installation. Electrical contractors who build relationships with their clients based on friendliness and a willingness to listen will get loyal customers in return. Manage your growing team of electricians with software that's built especially for you. Contact our team at ServiceBox to see how we can streamline your workflow.
