Technical skills are a given in the building services sector – it is the added extras that help businesses truly stand out from the competition. Griff Thomas from GTEC outlines some simple and cost-effective ways that installers can add value to their services and leave a lasting impression on customers.
‘Good manners cost nothing’ goes the adage, and in the skilled trades, bad manners can cost your reputation. Tradespeople have always known the value of word-of-mouth, but customers are no longer just talking over the garden fence. One bad review online can cause a ripple effect that severely affects not just new enquires, but existing customer loyalty.
Conversely, a job well done will ensure repeat business, new leads and, importantly, that anyone searching for your services online will find exactly what they want – a trustworthy and reliable tradesperson, who is committed to customer service and will provide clear communication, respect their home and leave workspaces tidy. Someone who is up to date with the latest training, offers complementary services and will go the extra mile to deliver an efficient and lasting solution in a timely manner.
Customer service is key
If you want to stand out from the crowd, make exceptional customer service your strongest asset. Unfortunately, tradespeople have a bad reputation when it comes to returning calls and showing up when expected. We get it – many sole traders or small businesses are run by skilled engineers, with no experience of business administration. Reliability is extremely important to customers, however, so consider hiring a virtual assistant or local expert, or even just downloading an app to reduce the admin burden and improve your service.
Clear and timely communication will also enhance your customers’ experience. Make sure they understand the scope of the work, timelines and costs before you start and provide regular updates throughout. Accept that you are the expert – many customers have a very basic understanding of heating systems and how they work. Taking the time to explain processes and technology, and answering their questions will help to prevent problems and ease misunderstandings.
Hands-on handover
Post-installation issues can take up a lot of time that you’re not getting paid for. Emails back and forth, phone calls to explain technical issues or site visits when controls have been fiddled with. This costly aftercare can be prevented by putting a thorough handover process in place, something that is particularly important for complex and unfamiliar systems, like heat pumps.
Following commissioning, take the time to explain how that specific system works, demonstrate any maintenance tasks and provide written instructions, if possible. Follow up with a call a week or so later to discuss and resolve any issues. This hands-on approach to handover will give everyone involved peace-of-mind and leave customers feeling empowered and supported.
Short courses add value
The heating sector has expanded beyond gas boiler installations, and you can too. Demand for energy efficiency and low carbon measures like insulation, draughtproofing and renewables is high amongst homeowners carrying out heating upgrades or renovation works. By expanding your skill set, you can provide a more complete solution, and your customers will appreciate a complete home energy efficiency service with a tradesperson they can trust.
Upskilling doesn’t have to be expensive or time consuming, many courses – even things like heat pump installation – take just a few days to complete. Skill specific courses reduce the time spent training and ease access for installers who want to enter growing markets. For example, solar PV for roofers builds on existing knowledge so that contractors can enhance their business opportunities and meet increasing demand for small-scale electricity generation. With just one day’s training, you could add a potentially lucrative new string to your bow.
Funded training opportunities
Due to increasing pressure to meet net zero targets, funding is often available, for example, the Heat Training Grant reduces the cost of heat pump training by £500. We currently deliver fully funded online insulation training for heating installers who want to help their customers stay warm for less. Practical days are also available for those who want to come and practise on our training rigs. By expanding your expertise, you can offer a more complete home energy solution, with practical benefits that your customers will appreciate.
Network with your peers
Of course, at times you will encounter a job that requires skills outside your expertise. In these situations, being able to refer your customer to a trusted expert benefits all parties involved. If you’ve been in the game a while, you probably already know lots of local tradespeople but perhaps they need a bit of extra nurturing.
If you are new to the trades, it is time to create some connections – online, at local events, even at your local training centre. Having a valuable network of engineers and installers increases your knowledge and enables you to deliver a more complete customer services, keeping money in your local economy and ultimately, leading to recommendations and referrals.
To guarantee or not to guarantee?
Appliances usually come with a manufacturers guarantee and competent persons schemes demonstrate your professionalism, but beyond that, do you offer a guarantee of your work? Some tradespeople may shy away from offering guarantees due to the perceived financial risks of having to rectify work many years down the line, but offering a guarantee sends the right message to customers, signalling confidence in your workmanship.
It doesn’t have to be complex—a basic satisfaction guarantee or a warranty on parts and labour can be sufficient. The key is to be clear about what the guarantee covers and to make sure you follow through on your promises.
By enhancing customer service and expanding your offering to deliver a more complete service, you can elevate your business without significant additional costs. Trades people that prioritise these practices, while remaining flexible to local demand for the latest technologies, will see their reputation – and their customer base – grow.
