So the washing machine has sprung a leak and you need to get help urgently.  You  look in the phone book to find plumbers in your area.  Phew, lots to choose from.  You start calling.

The first two calls go to voicemail. You leave a message asking them to call back. They don’t.  The third one says he is in the middle of a job and will call you back in half an hour.  He doesn’t.  The next one says he will be round to fix the leak in an hour.  You relax, believing your problem is solved.  He doesn’t turn up.

Sound familiar?  I’m not singling out plumbers.  Oh all right, I am.  But It can happen with any service provider.  Now think how your clients and customers feel if you behave in the same way to them.

Being professional should be the number one priority when running a business but so many people just don’t understand this.  Here are some simple tips on how to achieve it.

Keep your promises

Above all, be reliable.  If you say you will do something make sure you do it.  If for some reason you can’t deliver, make sure you have a good excuse. Call the customer, explain and apologise. 

Be on time

Some people are always late and think it doesn’t matter.  It does.  Your customers are busy people, so don’t keep them waiting or they will go elsewhere.  If you can be consistently late you can be consistently on time.  Equally, if you have agreed a deadline with a client make sure you meet it.  Always make sure you have enough time to do a job before you agree a deadline.

Dress to impress

If you have just been dragged through a hedge backwards, apologise.  If you haven’t, don’t turn up looking like you have.  First impressions are crucial, so make sure you are dressed appropriately and have washed behind your ears.  Rehearse your pitch so that you look and sound confident.

Get it write

Make sure your marketing materials are up to standard.  If you can’t write well or spell correctly then find someone who can do this for you.  This goes for flyers, websites, newsletters etc. Learn when not to use the apostrophe – you know who you are.

Show you care

Everything you do should be focused on making your customer delighted.  Find out what they need and meet that need.  Get feedback to establish what they like and don’t like about your service and develop your business accordingly.

OK, this has been a bit of a nag but if you follow these tips your business will flourish.  Here is one final tip to ensure you stay ahead of the competition:

Go the extra mile

If you can do something over and above what you have agreed with a client they are much more likely to buy from you again and they will recommend you.  This could be as simple as giving a freebie or giving more of your time than you agreed.  Of course the trick is to make sure the customer knows they are getting preferential treatment.

If you’d like advice on when not to use the apostrophe or on any other business issue just get in touch here.

To see my previous newsletters go here.

Oh, and if you find a good plumber be sure to let me know.