#Business “Do you go the extra mile?”


This morning 2 of my appointments have not turned up, and it prompted me to consider the problem this presents me and how such a circumstance could affect you.
In my case it prevents me seeing people that genuinely need my help, and is a waste of my appointing time. This is particularly unfortunate as a I have many people waiting to see me. It also costs money, as Time equals Money.
How do you feel when the delivery does not arrive when stipulated, and you have delayed going out to your first job, or worse canceled work on the assumption something or someone will come as promised? Not good, in fact infuriating!
What can you do to ensure that you are not the one letting people down?
Organising yourself is one of the hardest things to do as a Self Employed person. The reason is simple, someone has always organised you before!
The first thing you need to do is buy a diary, or use a computer/ Android/IPhone if you are a computer literate person, ensure that you can deliver on the date and time promised. Sounds simple but if I told you a Gas Engineer, that has a service contract for my boiler! that I have dealt with for years, seldom turns up when he says he will, and nearly always uses the excuse “I forgot to put it in my diary”.
The second thing to do is ensure that you have the goods or parts needed to complete the job. If not this will require a follow up call, and although you can always make some money from charging extra time, customer will be unimpressed that your disorganisation has cost them time and money. People do not forget.
Next have respect for people’s property as well as respect of their time. It is precious to them, as it is to you. The difference is they are the customer? Never treat their home or even workplace as if it is something that you will tolerate in order to accomplish the work.
You know what I am talking about!
Spreading tools and such across the entire house to do a small job, to save you walking back to the van is simply bad practice, and designed to infuriate.
Always tidy up once job completed. That includes taking away packing if you have delivered a large item and there is a large quantity of packing. It shows you are respectful.
If a person is too lazy to pick up rubbish and take to the tip, it tells customer a great deal about their work ethics. This simple act can you lose you referrals.
If you cannot make an appointment, ring the client as soon as possible, preferably the day before at the latest. Rearrange a new date. Be accommodating, they may have taken time off work. If the client thinks you put them first, referrals may follow.
Finally, ask were they pleased with your work, and if so can they recommend you to someone? Get a name at least!
I hope this helps?
Let us hope my next appointment turns up!
As always if you would like to get in touch, Geoff Reeves, FYCreatives, 154 Church Street, Blackpool, 01253477147

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