When you own a business the goal is to sell your service or products to customers. When doing so, you will end up with a load of phone calls from customers who have questions or are requesting your offerings. It is no different in the field of Plumbing/HVAC. There will be many tasks within this type of business that need to be dealt with in a professional manner.
Being a contractor in the plumbing industry is not easy. There are tons of competitors and you have to make your service one of a kind. Marketing your business is important, as well as keeping up to date on all of your licenses and insurance.
There are ways you can improve upon your service, and bring better customer service to your clients. You may already work with an after-hours phone service, which answers calls, records information, and alerts you of the issues. However, there is a way you could use this type of service to grow your business and become more profitable.
Here are some ways you can improve your service.
A virtual receptionist is trained to care for customer’s needs, and they are stationed in a remote location. This is great for Plumbers because many of them work out of a home office. This could be the answer that you have been looking for.
Your customers will appreciate calling into your business, and reaching a live person. A virtual receptionist is trained to care for all types of personalities, which can be helpful when customers are upset and calling into your office.
A virtual receptionist has flexible hours and they are highly affordable. You will not have to pay full time benefits, worry with vacations or sick days. You will be able to take care of your customers by servicing them, while your phone calls are being handled. They will book appointments, and your schedule will be updated automatically.
A virtual receptionist will become an intricate part of your business. You will no longer have to be bogged down with phone calls, be interrupted during service calls, nor will your customers have to talk to an answering machine. It’s all about first impressions, and a virtual receptionist is trained to handle all phone calls in a professional manner. If an emergency arises, you will be alerted right away. A virtual receptionist is a great way to improve your customer service, increase productivity, and help your business grow.
Quotes and Expectations
When a customer is looking to contract a plumber, they will call around to get quotes. This will help them make a decision of which contractor they will go with. Customers will base their decision on price and how soon they can do the job.
A virtual receptionist will not just take information from the client. They will take time to ensure all their needs are properly cared for. Any questions that they have, will be answered. Most of all, your customers will feel good about choosing you as their contractor.
You want to make sure you give your customers accurate quotes, and tell them what this quote will include. This will help weed out any misunderstandings once you arrive at their home to complete the job. Having a virtual receptionist will help you organize your business, and ensure clients get their quotes in a timely manner.
There will be cases where you have clients you have worked with before. If a customer is satisfied with the service they received, they will more than likely return to you when the need arises. Also, in the plumbing business, you may have service contracts. In these cases, you will have to make sure that these clients come first.
You want to ensure that your virtual receptionist is aware of clients who rank priority. You will need to be alerted right away when they call in. Loyal clients deserve to be catered to, and this is something your virtual receptionist can ensure happens.
Other ways to improve your service include:
- Ask questions, and give correct answers
- Happily service your customers
- Start an email list, and offer incentives
- Be proactive when making phone calls