We recently re-released a customer video we did 30 years ago (tinyurl.com/bubbaism) and the response has been as great as it was then. The same message holds true today. Customer service is mostly about common sense but at times common sense is not all that common, especially when dealing with a bunch of Bubba- and Skeeter-type field hands. Most contractors win the customer service battle by default. Many competitors do not return phone calls or show up when they say they will. By being dependable, many contractors win by default but customer service is more than just showing up. Here are some simple practices and information that can help improve your customer service.
People may not know the technical difference between a good and bad job but they know if you show up late, are dressed unprofessionally, park in the wrong spot and do a poor job of communication. Customer service is about the “how” you do things, not about the “what” you technically perform. Think of a doctor you really like. You probably judge that doctor based on his or her bedside manner, not on his or her technically ability. Personally, I would rather have the smartest technical doc in the world than a nice, incompetent guy. Unfortunately, I don’t have enough medical knowledge to make such a decision using technical facts.