EP #31 – 5 Things Tradespeople Get Wrong Dealing With Customers w/ Alexa MacArthur
Overview
Great work isn’t enough. If you want a thriving trades business, you need to master customer relations too.
In this episode of the FieldRocket Podcast, host Tulloch Priest chats with Alexa, a director-turned-trades software expert, about how good communication, honesty, and a little empathy can turn a first-time client into a lifelong customer.
Highlights
The importance of helping a customer understand
- (2:30) It’s important to listen to your customers, help them understand, and give them options.
- (4:30) If you prefer specific manufacturers, explain why. Is it a better warranty? More experience? But at the same time, don’t be closed off to a customer’s preference.
- (6:55) It’s good to explain your work because additional costs can quickly be seen as ‘money-grabs’ if there’s a lack of understanding.
- (7:56) If you can make the customer feel like you’re listening, they’ll be far more receptive and feel looked after.
- (8:30) It doesn’t take much extra time, and it’s more of a mindset. But taking the time to go the extra mile for a customer can more than pay off in the long run.
Are tradespeople in customer relations?
- (1:35) If you have customers, you are in customer relations – even as an engineer. Happy customers recommend you, while unhappy customers will make it difficult for you.
- (10:06) Customer relations are just as important, but it’s often avoided. Especially if there’s a problem like an unpaid invoice, some tradespeople will just let it slide to avoid the confrontation.
- (14:00) If there’s a problem with a job, try to get as much information as possible.
- (14:40) Is the customer always right? The better way to look at this is to try and protect yourself as much as possible. Keeping a paper trail, taking photos, and being professional gives you a much better foot to stand on.
- (22:52) It’s always better to own a mistake or a problem, even if it might cost you a little money. People appreciate honesty.
Good and bad customers
- (16:45) Categorising customers:
- Some people will always be unhappy, and it’s better to walk away from them as they’ll take a disproportionate amount of your time.
- Some will try to get discounts after the job’s completed
- Some trust and appreciate you – these customers you want to keep.
- (20:45) Alexa tells the story of a customer who was being extremely demanding and unhappy, but they managed to turn the working relationship around.