The meltdown of the financial system, collapse of the housing industry, massive unemployment, and the lingering recession we find ourselves mired in. These are the factors that are going to change the service industry forever, for the better I believe.
Service based businesses are going to find that people are going to spend money, but, they will reserve the expenditures for companies or individuals that they genuinely like and treat them as valued customers.
The days of not caring if a customer calls you back or gives your company name as a referral are over. Those two things will soon be the difference between life or death for a service business.
Mrs. Smith will tell friends that you are a great service provider if in fact you are a great service provider, it will take more than a low – low price to get the job, it will take excellent service and a skill set that includes listening and customer service.
Referrals are gold and having customer reviews are absolutely necessary, as necessary as a business card and a website.
If you believe that time is money you soon will find that the time spent getting to know Mrs. Smith will be invaluable. People do business with people that they like or a business a friend of theirs likes.
Timely arrivals at jobs, friendly demeanor, respectful tone, and real compassion for the problems you are there to help solve. These people have called you for help and they do not need the fast talking, rub their nose in the problem, and take as much money as you can get and run approach.
Be a real person and relate to the problems at hand. Give your opinion as a real opinion not slanted at making as much money as you can, but better slanted toward the customer getting the absolute best service at the best price.
A win – win situation. For the customer, they get value and quality, for the business, you get a customer that will refer your company, will be happier with the final results, and be a repeat customer for the long term success of your business.
The reality today is that consumers have had a hard time surviving, as have many businesses, the level of disposable income may be less but the needs that a consumer must fulfill have not changed, if anything that cost has gone up.
Your service, although needed, if considered a luxury can be put off until better economic conditions prevail. You as a service professional need to elevate the value and quality of the services you provide along with the personal touch of being genuine and friendly. Personal touches will win repeat customers.
Your customer will spend money, your job is not only to provide a great service and customer experience it is to provide a great value to your customer.