In any business, impressed customers more often than not become loyal customers. Loyal customers pay dividends not just for their repeated business but also for how they help spread the word. Plumbing and HAVC businesses are no exception to this and are highly reliant on favorable internet reviews to succeed in the digital age. Customers that are wowed are far more likely to take time out of their day to write a positive review than customers who are simply satisfied. With that in mind, here are five ways to “wow” your customer.
- Show Up on Time
It should go without saying that being on time is crucial to developing a positive relationship with a customer. Nothing is more frustrating than having to wait around for a service technician, especially when dealing with plumbing or HAVC issues. Getting there when you tell the customer you will be there is crucial to making a positive first impression. Go above and beyond by having small appointment windows, which help take out much of the stress of the experience for your customer, but most importantly, avoid being late at all costs. - Professional Uniforms
Showing up not only on time, but with a company uniform is an inexpensive way to give the impression of professionalism that will go a long way to ensuring your customers come away impressed. - Professional Looking Work Van/Truck
While many jobs are easy enough to do with just a toolbox, avoid taking anything other than a work Van/Truck to a job. While everything you need might fit fine in your family member's Civic and gas prices today can certainly make it tempting, no one wants to see their plumber or HVAC technician in anything but a professional looking vehicle. Bonus points for putting a decal of your company's logo on the side. - Teach your Customer Things Whenever Possible
It may seem counter-intuitive to teach customers things they could be paying you to do, but if there is a quick fix it may be cost effective, in the long run, to show them how they can fix a problem themselves. Making customers feel like they got a free lesson out of the deal will go a long way in making them feel a responsibility towards giving you a favorable review online. Never forget, word of mouth advertising is still one of the most effective advertising methods available. - Quality Work
The number one way to wow your customers is also the most obvious, but it bears mentioning. All the other tips will mean nothing if the customer is dissatisfied with the work you actually did. It is of paramount importance that every job you do is quality work.
