Dealing with Customers

Obviously, the first priority is to do a great job at all times. That's the easiest way to make your customers happy, get positive feedback, become a recommended tradesman and have more customers choose you in the future. Here are some other tips on how to best to deal with customers and keep them satisfied.

Be professional at all times

The more punctual and professional you are in your dealings with the customer, the better the impression you will give. Whether you are a local handyman or part of a larger company, make sure you act like a professional tradesman at all times - this gives the customer comfort that you take your work seriously.

Customers want their jobs finished on time

Give your customers a realistic schedule for the work you're going to do and take time to explain how the job will progress. Don't promise that you can finish the job before it's physically possible. Customers don't like jobs that overrun. If you are reliant on other tradesmen to complete a job, for example, a plumber relying on a plasterer to complete their work before installing a bathroom, make sure you try to recommend a fellow trusted tradesman who you know and can rely on.

Customers expect the work to be done to a high standard

Try to avoid quoting for work that's outside your range of skills and don't give a low quote just to get the job. This could result in a rushed job with poor results: a sure way to reduce the amount of work you get in future. Customers would rather you do a good job than rush the work and produce poor results.

Customers want you to be on time

There's nothing that customers dislike more than a tradesman who isn't reliable. So, if you say you're going to turn up at 9am, be there at 9am. If you have to miss a day on any job, tell the customer, so that they aren't waiting for you to turn up on that day.

Customers need to know what you will do for them

Make sure you tell the customer in writing exactly what you are going to do for them. This should include any preparatory work you are doing and what you expect them to do in return. Customers like to know what is going on.

Talk to your customer and tell them how the job is going, including any problems or unforeseen circumstances that crop up along the way. They'll appreciate it. Don't forget, customers might not understand the technical terms, equipment or processes that are second nature to you. Just explain what you're doing in layman's terms and a customer will feel more comfortable having you in their home. After the job, remember to offer your services for future work or advice.

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