Whether you’re an installer, estimator or inspector, I would bet that you’d agree that your day is both more enjoyable and productive when you can quickly develop a good working relationship with a client. Do you want the customer that you have an in-home appointment with to think good thoughts about you before you even arrive at her home? Consider doing this: call her a few minutes before your scheduled visit just to let her know that you will be on time!
Every good service provider calls if they are running late. This is expected behavior. Why, you may ask, would I need to call if I’m on schedule and doing what I agreed to do? Because it will set a positive tone for your arrival.
This act of giving a courtesy call will serve several purposes. First of all, it will validate her importance to you. It will also express that you respect her time. She now knows that she has a few minutes to freshen up, make a phone call, etc. I don’t think you can overstate the importance of respecting a customer’s time. We all get tired of being told we have to change our schedule to fit a vendor’s wishes. Don’t run the risk of being thought of in the same manner as the utility companies, big box store delivery services, etc.
You may ask yourself what difference a 15 or 20 minute notice will make to your customer. While it may not seem like a long time when you’re busy, it can seem like forever when you’re not. Try waiting in line for a taxi for 20 minutes and see how long it seems to be! Looking out of the window for an appointment to arrive can have much the same effect.
This is also the time to describe to the customer the type of vehicle that you will be arriving in. If you have a lettered company vehicle, this will be obvious. However, a good many in the flooring business drive their own (unmarked) vehicles to a jobsite. Arriving anonymously does not produce positive recognition when the customer looks outside to see who just came to the door. Security is a big deal to many people today. When you let the customer know in advance what to expect, she will be more likely to see you as a professional.
Do not confuse this courtesy call with telephoning the day before to reconfirm an appointment. Nearly every service provider, good and bad, does this. Some are so impersonal and insincere that they are computer generated. This surely makes me feel important when I drop what I’m doing to answer the phone!
While these calls may be necessary to serve as a reminder, they will nearly always generate one of two responses: you will either leave a message on a recorder or you will interrupt your customer. Reminder calls are nearly always perceived as benefitting the vendor – not the customer. Every action that we make must be viewed as in the customer’s best interest!
Having made this call and introduced yourself, when you do arrive at her door, your customer will likely open it with a more certain attitude about both you and your firm. Your customer now feels that she, and not just her pocketbook, is truly important to your firm. A good first impression will have been made before you even ring the doorbell – and it was virtually free! Try it. Both you and the customer will feel better for your having done so.
Tom Jennings
