[no video this week]
The Little Things for Your Customers
It’s important that you stress to your technicians and salespeople not to rush while in the home. Forget everything else except the call you’re on—and do the very best job you can for that one customer. Everything you do from smiling big when you greet your customers to saying ‘thank you’ as you leave, creates an experience that’s permanently etched in the mind of your customers.
So, a few things to remember:
- Always be positive and upbeat. It may be 100 degree outside, and you’re dog tired, but your customers should never get that impression.
- Build relationships. Get to know your customers. Find a way to connect with them. It can put frustrated homeowners at ease and create a customer for life.
- Keep fresh uniforms in your truck. It’s hot. You’re going to get dirty and sweaty. Plan accordingly. No one wants a dirty tech in their home.
- Shoe covers & mats. Don’t forget the basics. Use both on every call. And clean up your work areas so they’re nicer than when you found them.
- Layman’s Terms. Take the time to explain what’s going on in customers’ homes in a way they can understand. Be patient when explaining.
- Safety Inspections. Do them every single time. No exceptions.
- Offer options. Resist the temptation to offer the quick fix. Provide your customers options whenever it’s possible. They feel more in control, and it will build your average invoice.
- Go above and beyond. Always look for ways to impress customers. It could be something small like brining up trash cans for customers or carrying up the newspaper. Have small treats for dogs or have coloring books and crayons for kids. Those types of things never go unforgotten.
You, as the owner, need to keep in mind the…
Little Things for Your Employees
It’s easy to take for granted the effort your team puts in day in and day out, but now is your chance not to. There are little things you can do every day for your employees, as well.
- Training. Just because you’re getting busy doesn’t mean it’s time to stop training. The moment you stop training is the moment that your team begins forgetting to execute the “little things” I just detailed.
- Gratitude. Your team is going to be putting in some looong hours. When you see someone pushing himself or herself to do a great job, especially when you know they’re tired, be sure to take that person to the side, look them in the eye, and tell them you sincerely appreciate all of their hard work. It means a lot to you and the entire team. You’ll be able to see that person walk taller and prouder just after saying those few kind words them.
- Go above and beyond. We expect our employees to go above and beyond in their service. When you’re busy, that’s exactly when you need to do the same. Have a couple of techs working late on a job? On your way home, buy them dinner. Surprise them with it. Notice a top tech has been logging some long hours—give him an unexpected, paid day off so he can be with his family.
Those are just a few things you and your employees can do to pay attention to those “little things” so you make the most out of every day. Stay on top of those details, and I promise you’ll have an even better summer than you expected.