You know what you’re doing. In fact, you’re great at what you do, whether you work in snow removal, computer repair, lawn care, or a myriad of other specialties requiring trained, professional field service technicians. Unfortunately, in the field service business, the customer’s first impression of you is often just as important as the actual quality of the work you provide. Don’t get me wrong. You need to know your stuff. You need to provide great service. But you also need to present a great first impression if you want your customer to trust you and acknowledge your expertise without question. Presenting a great first impression will make your job easier, ensure a positive experience in the field, and boost the image of your business.
It’s easy enough. Just follow these five steps, and you’ll get off on the right foot with your next customer.
1.Show up on time
In the field service business, the early bird truly gets the worm. Showing up on time creates a good first impression. By the way, ”on time” means arriving a couple minutes early. I can't tell you how many times I've had a technician show up late or not ast all, needless today they did not get my business.
Once on site, you’ll need a few minutes to greet your customers before getting down to work, so get there early.
So how do you ensure you’re on time? By paying attention to your departure time. If you know it takes an hour to get there, leave some wiggle room for yourself and leave an hour and a half before your scheduled arrival time. You never know when traffic will hold you up, or when you might have trouble finding the place. Having a GPS is a great investment, because it can ensure you know how to get to the location where you’ll be working. But an old fashioned map tucked away in your glove compartment can also be a lifesaver if you get lost on the road.
What should you do if you’ve done everything you can but something unforeseen, such as car trouble, happens and you can’t make it to the job on time? Call the customer as soon as you know you might be late. Let them know what’s happening and your estimated arrival time. It’s common courtesy and will make all the difference in the impression they’ll have of you when you finally walk through their door.
2. Watch your body language
How you present yourself has everything to do with body language. In fact, within a few minutes of meeting you, a person will form an impression of you without your having to say a word. Good posture, a firm handshake and maintaining eye contact gives the impression you are confident and trustworthy. On the other hand, poor posture, a limp handshake and shifty eyes give the impression you may not know what you’re doing and can’t be trusted. So stand tall. When you walk into a job site, be sure to smile, look your customer in the eye, and extend your hand in greeting. These simple gestures will lend credibility to you and your business.
3. Dress the part
Body language has everything to do with how you’re dressed. Look professional and you’ll be treated like a professional. When customers open the door and see someone dressed in clothes appropriate for the job s/he does, they will feel comfortable and have confidence you can do the job. You benefit, too. You’ll feel more confident when dressed in the standard uniform or type of clothing that is typical for the type of field service work that you do. You might even find you are more efficient and productive when dressed as expected for a tech in the field service business you represent.
4. Be prepared
When you arrive at a job, you must give a customer the impression you have it together. You may be experienced and knowledgeable, but if you are disorganized, you will give the impression that you don’t know what you’re doing. So get prepared before you head out on a service call. Check the schedule so you know where you’re going and why. Note what equipment you’ll need to do the job and then double check to make sure you have it with you. Know the name of your contact at the business or home where you’ll be working, how to reach that person, and what time s/he expects you to arrive. With these simple preparations, you can be assured you will get an instant image boost in the eyes of your customer.
5. Leave your stress at the door
We all have problems. Whether you’re reeling from a recent divorce or just grumpy because you got stuck in a traffic jam, you need to leave your troubles behind when servicing a customer. Take a deep breath, then walk through the door with a friendly smile and a handshake. Not only will you get started with a good first impression, you’ll find your own mood brightening. Focus on the customer’s problems that you are there to solve, and you’ll find your own issues diminishing, at least while you’re on the road. That’s the nature of work in the business: the customer’s problems come first. There’s time for our stuff later.
Follow these five steps, and you’ll find yourself making a fabulous first impression.
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