143 – Dominating Customer Service

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Is your customer service up to scratch?

If you don’t have customers, you’re not in business.

Like what we’re talking about in this episode? Here are some others that might interest you.

As tradespeople, we deal with customers on a daily basis. If you work in the residential space, you may deal with multiple customers in a single day, dozens in a week and hundreds in a year.

I remember as an apprentice plumber, my boss always used to tell me, “Jonesy, you’re not in the plumbing business, you’re in the people business”.

Of course, as a seventeen year old, that pretty much meant nothing to me, however on reflection, it was pretty sound advice.

Ensuring that your customers are having a great journey is the single most important thing you can do in order to earn their trust and keep them returning.

Sadly, when we go to college, we’re not taught how to deal with customers. We’re not taught how to be well presented, we’re not taught how to speak correctly and as a result, we often find ourselves having to fend for ourselves.

Your service, or your customer service?

In most cases, customer service is more important than the service you provide itself.

Here are two scenarios to prove my point.

  1. You visit a restaurant and the food is incredible. The best you’ve ever had. The service however was atrocious. They screwed up your booking, the waiter was rude, they overcharged you and they wouldn’t call you a cab.
  2. You visit another restaurant. The food was good, but not amazing. The waiter was super helpful, the atmosphere was fantastic, none of your orders were screwed up and they even offered a complimentary round of drinks.

The point is, for the better part, the way you treat someone will trump the service you deliver. Within reason of course. I’m not suggesting that you can be a total hack and be able to get away with it because you have a silver tongue.

If you want your customers to come back to you and talk about you with their friends, you need to be on your game when it comes to customer service.

  • Are you active in training your team?
  • Are you active in training yourself?
  • Are you active in getting your customers feedback?
  • Do you have policies in place that enable you to review and improve?

Customer service is the backbone of any great business and in today’s podcast, we have a lady on the show that has made it her life.

Randi Busse is an expert in customer service. Working with corporate organisations over the years, Randi has developed processes that enable her to teach organisations of all sizes how to create an amazing customer experience.

If you’re a tradie/contractor and you deal with customers on a regular basis, you’d be mad not to take on board what Randi teaches in this podcast.

She’s an amazing woman, with a wealth of knowledge.

You can reach Randi at workdevgroup.com.

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The Site Shed is one of the best online communities and podcasts for tradies out there. The free content provided to members is unbelievable - offering invaluable advice to run a successful business, and the community of tradies is truly awesome. Do yourself a favour and check it out.

Peter Cox Business Man

Great work Matt with all the podcasts and the site shed facebook community group. The amount of information that you can learn for free in this space is unbelieveable. It's great to see like minded contractors and trades trying to improve their businesses and also share ideas and help others. Highly recommend. Thanks!

Ben Hern Business Owner

I have been listening to the pod casts for a few months now, I can't get enough of all the awesome content that you guys provide. Especially when you guys deliver it from a trade perspective which helps out a lot. Keep up the good work and hopefully one day I can afford one of the trade training trips.

Ché Henton Customer

I own a construction company,and i love learning how to make my bussiness more competitive,profitable and how to better serve my clients. The site shed is a wonderful place to get invaluable knowledge no matter your trade .

Michael Mullinax Construction Company Owner

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