7 Steps to a Great Customer Experience

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by Adrian Fadini, Founder at TradesFormation

Ensuring that your customers have a great experience every time they interact with your trades business is essential for any successful trades-business owner.

When a customer has a positive experience with a business, not only are they much more inclined to buy, but they are also more likely to re-engage with the business in the future. They are also more likely to refer them to friends and family who are requiring a similar service.

By establishing a clear and simple process in your sales strategy, you can build profitable customer relationships that will help your business to grow.

So, where should you start? We have broken the customer-focused sales process down into 7 simple steps that maintenance tradies should follow — from the moment you pull into the driveway at a new job site to asking for feedback and referrals.

Step 1 – Make a great first impression

Think of every job as a first date. The customer will make a judgement of you in the first five minutes, so you have to sweep them off their feet with brilliant service. Make sure you arrive on time, in a clean uniform, and with a friendly and helpful disposition. You may even want to call the customer before your arrival so they are ready for you.

Step 2 – Learn as much about your customer as possible

When you first introduce yourself to the customer, use plenty of small talk to get to know them, their needs, and how you can solve their problem. Try to stand in the customer’s shoes to understand how the problem affects them, and how you can provide the best service possible to address their concerns.

Step 3 – Provide your customer with options

For any given job there may be a number of service options, such as a repair, a replace, and even an upgrade. By providing the customer with a minimum of three options they will be comfortable knowing that they can choose a service option that best suits their needs and their budget.

Step 4 – Present options in an easily understandable format

Share these options with your customer in a clear and simple manner. Walk them through the differences in cost and service levels, explaining that they can choose to do as much or as little as they would like.

Step 5 – Deal with objections professionally

It is not unusual for a customer to question or object in some way to a quote. To ensure you do not tarnish the customer experience, it is important that you address these objections with understanding. Ask the customer to explain their objections, and address each point succinctly to work towards a mutually beneficial solution.

Step 6 – Close the sale simply and transparently

At this point, it is time for the customer to make a decision. Tradespeople are ‘no pressure sales people,’ so it is important that you do not overcomplicate things or manipulate the customer. By giving the customer space to come to their own decision, and offering your assistance where necessary, you will ensure that you maintain a great relationship with the customer after the sale has been made.

Step 7 – Ask for feedback on what you can do better

Once the job is complete, ask your customer if they are happy with the work and if there is anything else you can do to help improve their experience. If the customer is happy, you may ask them if they would like to leave a review on Google or refer a friend or family member in the future.

Once you have mastered these steps, you are well on your way to building a community of raving fans who will help grow your business through reoccurring work, positive testimonials, and even referrals!

TradesFormation provides business and sales education for trade business owners and their staff. To find out more about TradesFormation services, email them at 

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