Yeah that is right, I said it, I love Customer Service. There is nothing more fulfilling in business to be able to meet the needs of your clients with 100% efficiency!
We use Craigslist a lot to find carpet installs and repairs. You can imagine what it is like to be a homeowner who is looking to save a few bucks by hiring their own Contractor to do some work in their home instead of paying the high prices at a store. Sometimes you never know what you are going to get!
With this understanding we know that it is up to us in order to assist the client in feeling good about their decision. This process starts from the ads we post. One thing I notice about many ads that people post is they don't put their basic charges for their service. With my personality type I prefer to find the information I am looking for without having to make a phone call. We feel it is important to be transparent, therefore, our charges are listed in the ad. We also make references available upon request!
From the ad comes the phone call. Once people have read the ad and feel confident they have found the right Contractor, how you talk on the phone has a lot to do with closing the sale. It pays to be courteous, polite, and knowledgeable. Instead of trying to sell your new client, it is best you ask several questions about their project. Once the client realizes you are genuine and know your trade, it is almost guaranteed you will get the job, assuming they are serious about getting the job done.
The next step and probably most important, is your arrival on the job. I believe your first impression is the most important. When you walk up to the door, always extend your hand and introduce yourself, and any of the help you have brought with you. The people who come with me on any jobs will also extend their hand for a friendly introduction. Since the client doesn't know us, it is important that you make them feel comfortable with having you in their home.
Personally I love to chat with my clients while I begin working. The key here is to develop a relationship. Word of mouth advertising is awesome and it is free. It is important for your client to get to know you, and just plain good business ethics.
Whatever the job, give your best effort. Pay close attention to detail. If there is a problem, do not hesitate to go to your client and show them, then explain to them what it is and what needs to be done. Treat them as you would want someone to treat you. It is always my goal to leave someone's home looking much better than it did before I arrived.
Once the job has been completed, work area cleaned up, go and get your client and let them know the job has been finished. I will not accept payment for a job until my clients have had a chance to inspect the work that we have completed and they are completely satisfied. Once that has been done you can present your bill and watch in amazement as your client gladly pays you for your services. This is a great time to present your business card, and more often than not, the client will begin asking you about other projects they need done and whether or not you would be able to do them. Almost always, 97% of the time, they will shake your hand as you are leaving and say, "If I know anyone who needs carpet I will definitely recommend you!!"
Customer Service is the key to success in every business.
In Christ,
Ron - First Class Installations
Isagenix Nutritional Cleansing
