What do they want?!?!

[jahilliard]

Customers that is?! Of all of you that deal directly with customers everyday, I wanna know what your opinion is as far as what is most important to customers. Customers can be home owners, construction managers, General contractors, the foreman on site, etc. Some are obvious, but some aren't. It may appear that price is everything BUT some customers would pay much more for the best service and so on.Would love some feedback! Also curious just how much time is truly spent on getting to know exactly who your customer really is and to what depth do you get to know them?? If at all. Too many times I've seen guys believe that because they are great electricians that they are great at providing the service, big mistake!

 

[SiddMartin]

"1000 little things" - might do a hell of job, but if you forget to lock the back door befor you leave, all that goes out the window! (this would be resi) All the little details matter. Excellent clean up... etc...

 

[hardworkingstiff]

Customers are different and they don't all want the same thing. I try to be honest, trustworthy, compentent, safe, thoughtful, and do great work.

I tend to try to find customers that look for those traits in a contractor. I walk away from the ones that price shop without regard to quality of work.

Most customers want to have a good feeling about us. They want to feel we know what we are doing and are giving them a fair price. The best customers are the ones that understand you have to make a living.

I don't work for bottom fishers.

 

[USMC1302]

I as a customer want a contractor who is honest and will look me dead in eye when discussing a topic. Obviously, one who gives his best effort on a daily basis and takes pride in his/her work. And....one who would take enough pride to take a picture of his work and submit it for scrutiny of his peers, like many of you do here. Finally....a skilled craftsman who I would recommend to the toughest inspector I have met yet....my mom.

 

[charlietuna]

Over the years my customer's comments about our importance to them was always:
1) You were always there when we needed you and "on time" as you promised.
2) Your men came with the knowledge and materials to fit our needs.

3) You always found a way to work with, or around our company's normal operations.

 

[PetrosA]

If you're the guy talking to the customers, it's really important to be able to talk to people well. First off, it gives you the chance to size them up which is how you'll find out what it is they expect. Some are only going to care about price, others about getting good guidance from you, others about cleanliness or punctuality. I think the best thing you can do is go in with no expectations of your own about the customer so that you can get the most accurate impression possible. Mirroring works well too, which is basically taking cues from the customer about little things like how much do they even want to talk about with you? Go with the flow.

 

[Rewire]

Treat every customer like they are the only customer you have.

 

[cowboyjwc]

Treat every customer like they are the only customer you have.

Very well said.

Also when you are working on someones house remember that you are working on the largest investment that they will ever make in their life and that they work just as hard for their money as you do for your's. So when you think "I only charge $3000 for a service change", remember that homeowner may have had to save up for six months to afford it. Give him everything he paid for and do the job like you would want it done at your house.

 

[aline]

Also when you are working on someones house remember that you are working on the largest investment that they will ever make in their life and that they work just as hard for their money as you do for your's. So when you think "I only charge $3000 for a service change", remember that homeowner may have had to save up for six months to afford it. Give him everything he paid for and do the job like you would want it done at your house.

That's why I only charge $5,000 for a service upgrade.

 

[wawireguy]

Maybe I better get that admin license..