Occasionally, we profile small business mistakes, so we can all learn and improve our businesses.
I called a local plumber and left a voicemail explaining what I needed done. Two days later, he called me back, and left me a voicemail. He said if I would call him back, we could talk about it. I didn’t want to talk about it! I wanted him to do it! Or schedule a service call, or even say he couldn’t do it. Talk would not move the job forward.
When you communicate with your customers, put the emphasis on action. The plumber could have told me when he expected to be available, or he could have asked for specific information he needed. Either would have been better than offering to talk about it.
For bonus points, be prompt in making your callbacks.
New to SmallBizSurvival.com? Take the Guided Tour. Like what you see? Get our updates.
- Check your small business website for outdated pandemic changes, missing info - January 31, 2023
- Rural Tourism Trend: electric vehicle chargers can drive visitors - January 15, 2023
- 2023 trends for rural and small town businesses - December 26, 2022
- Local reviews on Google Maps drive enduring value - December 17, 2022
- Extra agritourism revenue from camping, cabins and RVs with HipCamp - December 12, 2022
- Harvest Hosts attract vanlifers and RV tourists, Boondockers Welcome - December 2, 2022
- Holiday 2022 marketing: Tell your founding story - December 1, 2022
- Holiday 2022 Marketing: Tell your customers’ stories - November 30, 2022
- Holiday 2022 Marketing: Introduce your people - November 29, 2022
- Holiday 2022 Marketing: Share your holiday traditions - November 28, 2022
Great tip Becky. All plumbers should know this. No one calls a plumber to do proactive work. They call because they have an immediate problem.
As an attorney, I know that the number one complaint clients have is not calling them back promptly. And, I also know that they aren’t calling me with a problem that can wait. They need to talk to a lawyer. So, when I return their call, I let them know that I know that it is important that we talk and that I help them through their issue.
Thanks, Fred. Sounds like you get it right.
That’s a good point. When I call a plumber, I have an emergency. I wouldn’t call otherwise.
Great post. Thanks.
Alla, the important thing is to remember it’s not just about plumbers. It’s probably you, too.