Outline
Introduction – Customer Service Is Public Image
In residential service, strong customer relations aren’t built only during the job—they’re shaped every moment your team is seen, heard, or even overheard. Homeowners notice everything: how your techs treat each other, how they drive, how they behave in public, and how they carry your brand when they think no one’s looking. When your team understands that every interaction is part of the customer experience, you build trust, loyalty, and long-term business stability.
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You And Your Team Are Always On Camera
I’ve taught (pontificated?) extensively on the absolutely essential homeowner/service tech relationship. Basically, everything, including your family’s future financial welfare, comes down to how the client feels about your people involved in their service transaction!
However, customer relations, emotions (and feelings) can be… complicated.🫢 (“Ya think, Steve?”) I’m reminded of a TV host, Art Linkletter, back in the day. Art was famous for his “Kids Say the Darndest Things!” observation. I would morph this into, “Clients Think (and Feel) the Darndest Things!” This means…
Your customers base their opinion of your employee(s) on the sum total of their “Observed Interactions”!
Therefore, you must stress to your employees that when they drive your trucks, wear your uniform and/or represent your company they are “on stage” being (closely) watched by customers AND potential customers! For example…
3 Audiences To Impress
1. Other company employees. We all FEEL uncomfortable when involved (even peripherally) in a confrontation. (And it’s even worse when it happens in your home!) But, on the other hand, when you observe a company’s workers enjoying each other it just makes you FEEL good! Maybe even good enough to (cough-cough) leave a 5-star review!
NOTE: Don’t over-complicate this positive feeling with a lot of rules. Instead, promote a company-wide “family atmosphere” and your employees will automatically respond by drawing closer to each other.
2. Other drivers. I know, you want your staff to be “on time” to each appointment. But at what cost to customer relations? Well, think how you feel when you see someone driving like an idiot!😡 NOTE: Click HERE for specific ways to display “Proactive Courtesy” when driving.
3. Other people. If my employees were “on the clock” (and even more so in a company uniform) then they were representing my company… everywhere! This included lunch stops, buying gas, shopping in retail stores, etc. What’s this mean? No profanity, loud talking, ogling the opposite sex, basically not acting like total idiots publicly!😖
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Summary – Public Relations Are Customer Relations
At the end of the day, great customer relations come from consistency—consistent behavior, consistent professionalism, consistent respect. Your employees represent your brand everywhere they go, and homeowners judge your company based on those tiny, “in-the-wild” moments. Coach your team to stay aware, stay positive, and stay professional, and you’ll create the kind of customer experience that earns 5-star reviews, repeat business, and enthusiastic referrals.