KickStart: Set up routine procedures to avoid intruding on a home owner’s Personal Space.
Outline
Introduction – Building Trust = Customer Service
Want to know the secret to a 5-star review and a loyal customer base? It’s not just about the quality of your work. It’s about building trust. By respecting your customers’ personal space and following a few simple guidelines, you can create a positive experience that keeps them coming back and recommending your services.
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The Importance of Homeowner Personal Space
Most people try and keep a ‘physical bubble’ (personal space) around themselves. (As Jerry Seinfeld reminded us, nobody likes a ‘close talker’!) And of course with the pandemic’s constant drum beat of ‘social distancing’ this personal space is even more essential!
Now, you and I instinctively factor in other’s personal space. Heck, I didn’t want my clients getting ‘too close’ to me either! Building trust is a two-way street that most people with out thinking about. But please pause and reflect… Do your front-line workers in customer’s homes respect your client’s personal space? Who cares? You should and here’s why!
Building Emotional Trust with Customers
80% of how a homeowner decides if your company has done a ‘good job’ (And whether they will leave a 5-star review!) is based on emotional factors. Do they like and trust your on-site worker? They’ll post a glowing 5-star review! Feel uneasy or just plain don’t like your employee? UH-OH!
WARNING: The ‘personal space equation’ can increase dramatically depending on your customer’s stress and guess what?🤔 NOTHING is more emotionally stressful for your residential client than strangers (your employees) ‘invading the inner sanctum’ of their home!😲 Therefore…
Practical Tips to Build Trust on Service Calls
Give your workers Personal Space Procedures for residential customers. For example…
1. Step back two steps after ringing the door bell. Additional workers should be behind your lead employee and down one step. (However, they all should be clearly visible when the home owner opens their door.)
HINT: Make sure each employee’s photo I.D. badge is clearly visible and up to date.
2. Ask the home owner: “Could you please give me a ‘tour’ of what we’ll be working on?” (Extra points if your people also mention, “And as we go please show me any ‘areas of special concern.”)
3. If you must go into a ‘new area’. Ask permission before going into a part of the home that wasn’t included on the original tour. HINT: Need to talk with your residential client? Call out their name from your work area instead of searching for AND startling them in a different space. (I learned this one the hard way!)🙄
Reading the above building trust suggestions you may likely think that they are just common sense. However many experienced residential contractors regularly do not apply them.
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Of course, personal space is much more than just physical distancing. Let’s focus on this aspect of building customer trust soon!
Summary – Start Building Customer Trust And Never Stop
Remember, building trust in customer service is an ongoing process. By consistently respecting your home service customer’s personal space and providing excellent service, you’ll not only increase customer satisfaction but also strengthen your reputation as a reliable and trustworthy business.