Driving Customers Away Part 2

April 4, 2005

How to avoid common irritating habits that drive customers away.

By: Adams Hudson

The service you provide can either soothe – or increase – these feelings of panic and irritation. That’s why a better understanding of common complaints from customers about contractors can help you a lot.

3. Not finishing on time.
Your customer hasn’t got all day to wait on you to finish, so don’t dawdle. Don’t waste time by being too chatty. Get your work done, go over the invoice with your customer, offer options and upsales to maximize your and the customer’s time. Customers want the problem solved and at that moment, they are most likely to be receptive to avoiding the problem in the future. And that’s with…

Powerful Technique: The big savings of a Maintenance Agreement program is the Number 1 upsell (takes 2-6 sentences to close) and can guarantee another locked-in customer who will bring you guaranteed sales in the “slow” season.

Our top clients say the last revenue generator they’d give up is their Maintenance Agreement program. (We can send you a free 12-page report on “The Perfect HVAC Profit System” to a Maintenance Agreement by calling, emailing, or by faxing us your letterhead with the request.)

But before you leave this customer, make sure you avoid the careless habit of…

4. Not cleaning up.
Ideally, when you leave, your customer won’t even be able to tell that you were there – except for the comfortable environment. Cleaning the equipment and the surrounding work area is an essential part of good service.

Don’t let your customer down by leaving the place a wreck. Besides, telling your customer the importance of keeping the equipment clean is an open door to discussing the importance of regular tune-ups and maintenance agreements. (See another opportunity that many waste!)

Powerful Technique: Several here:
1) Shoe covers.
2) Drop cloth.
3) The old part goes in a plastic bag to show the customer.
4) Lava rocks around new installation.
5) Cleaning outside equipment on first visit.
There are many more, but I’m out of room!

Remember, your customers are calling you because they’ve got a problem. Your job is to solve those problems – not add to them.

Fix the system and the customer in order to become the contractor who gains all the customers from the others who didn’t read this article! Have fun in your business.

Adams Hudson is president of Hudson, Ink “Creative Marketing that Works.” His company creates a full line of marketing tools for contractors including Customer Retention newsletters, Yellow Page ads, “turn-key” Marketing PowerPacks and custom copywriting. You can get a free subscription to his “Sales & Marketing Insider” by faxing your letterhead to 334-262-1115 with the request. Also check out www.hudsonink.com on the web for free marketing tips or call 1-800-489-9099 for more info.

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