Your technical work may be impeccable, but if communication fails, the customer is left with a bad impression.
You do not need to be a communication expert. You only need to be aware of which phrases build trust and which destroy it. After collecting feedback from hundreds of customers, these are the patterns that recur most often.
Phrases that build trust
- "Before I start, I'll explain what I'm going to do." The customer does not understand your trade. Uncertainty creates anxiety. Explaining the plan gives them peace of mind.
- "This will take approximately X amount of time." Giving an estimate (even an approximate one) shows that you are in control of the situation.
- "I've found something I wasn't expecting. I'll show you and explain the options." Complete transparency. If you find an additional problem, show it to the customer and let them decide. Never carry out extra work without telling them.
- "I've finished. Let me show you what I've done." Showing the result and briefly explaining what you have done conveys professionalism.
- "If you have any problems over the next few days, call me." Offering follow-up without being asked inspires enormous trust.
Phrases that destroy trust
- "Oh dear, this is really bad." Criticising the previous work or dramatising the situation makes the customer nervous and looks like a tactic to inflate the price.
- "I don't know how much it will cost; we'll see." Price uncertainty is the main source of mistrust. If you cannot give a fixed price, provide a range and explain what it depends on.
- "This was done by a cowboy." Never speak badly of another professional in front of the customer. It lacks class and creates mistrust of you, not the other person.
- "I'm going to have to come back another day." Without further explanation, this sounds incompetent. If you need to return, explain why: "I need a part that I don't have in the van. I'll order it today and finish the job tomorrow."
- "Well, you didn't tell me..." Blaming the customer never works, even if they are at fault. Rephrase it: "Next time, if you let me know about X in advance, I can bring what we need and we can do it in a single visit."
The power of the post-job call
One habit sets the best professionals apart: calling the next day. "Hello, I just wanted to check that everything is working properly after yesterday's job." It takes 30 seconds and has a huge impact on customer loyalty. The customer feels looked after and will recommend you without being asked.
How to handle a complaint
Sooner or later, a customer will complain. And a well-handled complaint builds more loyalty than a perfect job.
- Listen without interrupting. Let them speak. Even if you think they are wrong.
- Acknowledge their concern. "I understand that you're upset; let's sort this out."
- Propose a specific solution. "I'll come by first thing tomorrow to check it at no charge."
- Do what you promise. If you say tomorrow, make it tomorrow. Not the day after.