Many of us are now shivering in the depths of
January's deep freeze, and work has slowed down a bit for many
companies. But that doesn't mean it isn't time to start doing some
advance planning for when the busy season hits again.
Summertime is special for many of us in the service
trades. It is usually the busiest time of year by far. And although
January may seem like a silly time to be thinking about the summer, it
will roll around again soon enough. Requests for work and estimates can
be more than double the average in the busy season.
Trouble often strikes when it gets busy. The phone
keeps ringing continuously and you can't seem to get anything done.
Things can get knee-deep in your truck and harder to find. It seems like
the smaller your company, the less time you have to yourself.
Specializing in residential work often means making evening and weekend
calls for customers.
The customer who made you swear to "squeeze them
in" doesn't return your calls all week. Everyone has one last thing to
be done after you've put away all the tools or decides to negotiate the
price of the job after it's all done.
Sometimes life gets hectic, and most of the time
we're able to handle it, but there are times when even a familiar
mixture can make for an explosive atmosphere. One small spark and Kaboom!
Your first gut reaction is to vent on that customer who can't make up
his mind or who makes yet another unscheduled change. Unfortunately,
losing your temper can mean losing your customer. Before you do, realize
that they may not know how to be a good customer, but that's not an
excuse for not being a good professional.
Electricians who are in direct contact with the
customer are in the sometimes difficult position of trying to meet their
customers' needs and enhance the reputation of their own company at the
same time. We are in the service business, and it is a big part of what
we do and who we are. We must sometimes bend to ensure their
satisfaction. Any company that does not try hard to understand and meet
the needs of their customers will not prosper. Taking that little extra
time to explain something or get it just right can have a big payback
when it comes to referrals.
These days, when hearing about someone's bad
experience with a contractor, a happy customer is more than pleased to
brag about theirs. They can be your best form of advertisement and lead
to the most satisfying jobs. A new customer that has gotten your name
through a glowing referral is usually easier to satisfy and more likely
to pass on your name to others.
Some customers may be a bit mistrusting at first,
and you can't really blame them with all the negative things that one
hears nowadays. If you show them that you are interested in their
satisfaction and are methodical about your work, it should be no problem
to gain their confidence and win them over.
Some others may be very unsure about what they
want and seem to constantly make changes. Once again, showing an
interest in their project and making honest and constructive
recommendations can ensure them that they are doing the right thing and
make the next decision easier for them. The old saying, "can't see it
from my house," doesn't usually amuse them.
We all try to believe that the customer is always
right. I don't think that anyone really believes that, literally, but we
do believe that everyone is entitled to certain rights as a customer.
Most requests seem to be within reason and are sometimes negotiable.
These are things that you, yourself, might expect
if you were in their position. If you think a request is unreasonable,
you should try to explain your position in the calmest way possible.
Take some time to gather your thoughts and present your case as clearly
as you can.
Showing respect for their feelings is also an
important part of it. This is where you can either lose a customer or
gain one for life. Counting to 10 is for people looking to survive,
counting to 11 is for those who want to prosper.
