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.
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Fred Leo says
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.
Becky McCray says
Thanks, Fred. Sounds like you get it right.
Alla Goltsman says
That’s a good point. When I call a plumber, I have an emergency. I wouldn’t call otherwise.
Great post. Thanks.
Becky McCray says
Alla, the important thing is to remember it’s not just about plumbers. It’s probably you, too.