The customer is a fickle being. As a contractor, it is very easy to scare away customers with less-than-perfect customer service. The best customer service contractors can provide comes in several forms. Customers want their contractor to be a source of information, someone who will lay out all the options. They also want contractors to be professional in appearance and conduct. Finally, customers want the experience to be quick and painless. If you are able to meet all these expectation, you may have a repeat customer on your hands.
Communicate
Communication is key in any kind of relationship. This is especially true when contractors are involved. Customers are afraid the quality of the work may not be high enough, or that the cost of the project may be too high. With all these thoughts flying around in their heads, customers can be very stressed when they look for a contractor. When answering a call from a customer, do not be short with a customer. Listen to their issue and explain how you can help them. The phone call is where many customers change their minds. Ask your customers their preferred method of communication. Some people would rather receive a text than a call.
When you are working on the project, keep your customer in the loop. Put them at ease by letting them know everything they need to know. Try not to keep your customers in the dark. If you run into a problem they did not know they had, let them know about it and lay out options; customers love options! When giving these options, keep your customers up-to-date on how much everything will cost. Price is (understandably) one of the most important things to communicate.
Be Professional
People have a pre-conceived notion of how a contractor looks and acts. You have the power to change that. When answering customer calls, use proper etiquette and be polite with customers. Listen carefully to their problem and try not to interrupt them. If possible, explain how you will solve their problem and give them an estimate. If they want your service, ask when they would like you to arrive and work out scheduling instead of just giving them a time.
When you arrive for the job, be presentable and clean. The vehicle you drive should look professional and have the name of the business somewhere on it. If you need to go in and out of the house, try not to track dirt inside. Regardless of how well you do the job, customers will trust you less if you fail to conduct yourself in a professional manner.
Be Brief
If you communicate with your customer, they will be happy. If you are also professional, they will be even happier. This does not mean they want you around all day. Keep your services as concise as possible. Of course, this depends on the job you are doing. Some jobs are multiple-day jobs and require long hours. However, you should still try not to get done as early as possible. Have a deadline!
You may be thinking, "If I work faster I get paid less!" It is true that at least part of the cost of contracting work is the hourly wage. But think about it this way: if you provide your customers with outstanding customer service, they may be a repeat customer. The money you will make from multiple jobs will make up for the loss of any hourly wages on that single job.
As a contractor, you know your craft better than anyone. You probably don't appreciate customers asking questions about simple concepts, but remember: they expect you to be a source of information, someone they can learn from. If you follow these tips to provide excellent customer service, you may make lifelong customers.