Most electrical contractors find it difficult to talk to their customers on the phone. This is true, especially if you have worked for another company and not taken customer calls. Phone service is an important part of your job. Make sure that you and your team prepare for the actual electrical work. Here are some tips on how to make the most out of your calls.
Listen Closely
Most customers don’t understand electrical work and therefore can’t provide you with the information you need. What they need or what they are worried about can be hidden by emotions, daily stress and other factors. Listen to the customer and ensure you understand what they are saying. It’s a good idea to repeat the main concern of your customer so that they can correct you if necessary.
Don’t Haggle
Many customers are undervaluing electrical work, or they’re always on the lookout for a bargain. When offering electrical services in Auckland, you can’t hide behind the excuse that you have no authority to reduce the price when you are the boss. Electricians often make the mistake of haggling on the phone, lowering their price too much. If you have trouble standing firm with your price, try saying:
- This is the amount I must charge to justify my services.
- I do not offer any discounts.
- My value is worth more than the price.
You can also choose to have a digital receptionist answer your calls. Customers are unlikely to haggle directly with them.
Cut the Chat
Some customers will talk endlessly and waste your time. They may be bored, anxious, or love to talk. You can reduce the amount of time your customers waste by using these strategies:
- Closed questions: Open-ended questions invite lengthy responses. Be specific. You can ask, “Does the outlet work?” or “Does it have a surge protection?”
- Gentle redirection: You may redirect your customer to the original issue. When you redirect, do not interrupt and avoid appearing bored or irritated. They might get upset. You can empathize with them quickly, and then return to the issue. I’m sorry to hear that your dog is ill. “Did you call about adding a charging station for your electric car?”
- Be as clear as you can: This is especially important for anxious people who talk a lot. Use words that you believe they will understand. Avoid being too technical. Slowly speak. Pause between sentences.
Get Support
You may be a master at handling calls from customers, but you might not have enough time to handle them all. At least, not in the manner they deserve. A digital receptionist can take the majority of your calls. They know when to pass the call on to you. You’ll know how your calls will be handled.