Happy clients equal success in the trades, but keeping them happy isn’t always easy. People today don’t just want good service, they expect it to be exceptional. So, as a tradie and business owner, you need to make customer focus your utmost priority. Here’s why client obsession is the single most important thing for tradie business success.
Understanding your customers
Being customer focused means understanding who your customers are and listening to their needs. This will allow you to continuously optimise your operations to offer them a better, more personalised experience. Exceeding your clients’ expectations will ensure you win more jobs in the future and retain existing customers.
To learn more about who exactly books your services, collect data and demographics. This includes how old they are, where they live, their income, and even details about their lifestyle. Next, you should look at their specific needs and how those relate to your business. Engaging in casual conversations with your clients on the job can reveal a great deal about what they want and expect from you.
Attracting the right customers
Once you know your customers well enough, you can work this information into your business strategy. Begin with your branding. This will help convey a consistent message to your customers about who you are and what they can expect from you. Next, focus on customer-targeted marketing. Tactics to try range from targeted Google or Facebook ads to leaflet drops, local radio ads, or creating ‘how-to’ YouTube videos.
Keeping customers close
If you’ve nailed your promos, you should be getting enquiries from the right kind of customer. The rest will be up to the tools in our customer service box. The theory is simple: exceptional service wins more jobs in the long run. While every demographic is different, they all expect tradies to be reliable, friendly, and be good at their job – so that’s where you’ll start.
Being timely with calls, quotes, and bills, turning up when you say you will, and completing the work on schedule are the foundations of good customer service. Going the extra mile and showing that you care, even when you’re not on site, will win you additional brownie points. Enabling easy and quick transactions also paves the way to your customers’ hearts. Also, make an effort to go above and beyond.
Satisfied customers equal referrals
If you’re delivering your jobs with more customer focus, then word-of-mouth referrals will keep coming in naturally. However, it doesn’t hurt to give things a nudge. Ask happy customers to spread the word and pass on your business card to family and friends. Also, see if they’d be willing to write a short testimonial or hop online to write a positive review.
Finally, a customer-focused business should always embrace feedback. Whether it’s a short questionnaire or having a chat at the end of a job, ask your clients what they liked about your service and what could be improved. Then use this information to do an even better job next time.
By knowing who your customers are, and using this knowledge to inform your marketing as well as your service delivery and follow-up, you can beat other tradies to the punch. Make sure you keep an eye out for current service trends so you can stay ahead.