I have work done at my own home these days because I retired my tool box years ago. The thrill of fixing stuff at my own home left a long time ago. Working for my wife seemed to always be a lose-lose deal.
She had to nag me and was not often pleased with my speed or workmanship. I resented coming home from my job of fixing stuff for mostly appreciative homeowners who paid me money and oftentimes compliments.
Plus, it was a double standard. I could hang the curtains a 1/4” off and never hear the end of it, while a contractor friend could smash a hammer in a sheetrock wall and leave it that way for two weeks without a peep from her.
Know that my wife is not that tough. But, she was particular about work done in our home. What she wasn’t so kind about to other contractors was the way they went about their business. Some of it is because she knew that our company was always striving to deliver higher and higher levels of customer service.
So what are the 7 deadly sins your techs commit? Here we’ll review the first four sins. Then you’ll have to stay tuned for Part 2 for the rest!
1. Parking in the driveway without permission.
It’s inconsiderate. The customer needs to leave and you’re blocking them in. Plus, they probably have experienced other contractors parking in their driveway in the past and leaving debris that flattened their tires or stains from either their vehicle leaking fluid or spilling something out the back of their truck that damaged their driveway.
Yes, sometimes you must park in the driveway because there is no other practical way to do the work. But know, you must at least get permission first to do so before you assume it’s okay to park there.
When you do park there, make sure you let them know it’s no problem to move the truck if they need to get out and that you’ll take extra care to make sure the driveway is spotless when you leave.
If you want to smoke with all of what is known about the dangers of smoking be my guest. But know that the smell lingers on your hands and clothes and it’s off putting to the customer you’re in front of. The move away from smoking is everywhere. Witness people expelled from their offices to smoke in the freezing cold or blistering hot weather. Non-smokers hate the smell of smoke. Even other Techs hate to be forced to share space with smokers. Smoking on a customer’s property just takes the hatred to a new level. And even the electronic cigarettes are off putting. Most forward thinking shops have instituted a no smoking policy during working hours.
3. Wearing wrong or inappropriate clothing.
A neat and clean uniform does promote a sense that the person providing service is professional. Some companies still cut corners and refuse to pay for uniform services or to maintain them to the high level they should be. Some companies allow Techs to wear whatever they feel like. This could actually be costing them money since grungy blue jeans and worn-out t-shirts and shoes don’t necessarily provide confidence to the customer that they made the right call.
Sometimes it’s worse. The Tech chooses to share their religious and political opinions to the world as a walking billboard courtesy of what’s printed on their t-shirts.
4. Not having and wearing shoe covers.
Even if you are wearing shined shoes or boots customers are sensitive to the potential of you tracking dirt, grime and mud through their castle. Whether or not that is true doesn’t matter because in the customer’s mind perception is reality.
To not take the little bit of extra effort to remove this worry is silly and shortsighted. Yes, it is a bit of a dog-and-pony show, but it’s a show that means building confidence and trust in the customer of the Techs vs. destroying it.
Shoe covers are easy to slip on and slip off and they put the customer’s mind at ease. Get over it and put them on.
Stay tuned for Part 2 next month!