John from Piranha Plumbing is one of our 5-star plumbers. He’s been running his own business for 18 years and, this time has built up a loyal client base. He’s won over 70 jobs through the site in the last 18 months alone!
We asked John to share a few of his secrets to gain the trust of customers – and, therefore, repeat business! He revealed four main tips:
- Always provide a realistic estimate. Customers do not appreciate prices that are too cheap to be true or prices well over the job value. Give them room to think about your offer, but make sure that you give them an offer they can’t resist. Also, offer customers suggestions that will help them make the job more cost-effective without compromising quality.
- Develop a rapport with customers from the first meeting. Listen to them and offer genuine advice. People are not silly, so don’t treat them like they are. Deal with customers with a genuine interest to help and understand what they need.
- Be polite, pleasant and professional. If successful in winning the job, do the job like you are doing it in your own home. Always be on time. Show respect to the customer and their property.
- Don’t get complacent. You must maintain the highest possible level of service at all times to maintain a high feedback rating. This is how customers compare businesses when considering hiring them. This is also what sets businesses apart.