Since I joined simPRO 12 months ago, I’ve been working with trade businesses with a view to help them improve their business operations with software. So when I recently needed to call on the services of a plumber to fix my boiler at home, I was disappointed that the service I received didn’t meet the standard I expected.
To give you a bit of background to my situation - I have a 15 year old boiler which recently required urgent attention when my neighbour smelt gas. The service engineer who came out responded quickly to the call out and provided a great service.
However I can’t help but feel he missed an opportunity. It was clear that the boiler had reached the end of its life but he didn’t offer to quote us for a replacement. Was he just being polite and too afraid to ask for business? Was he hoping that by providing a great service in the first place I’d get back in touch when I wanted to replace the boiler? Or was it the result of not having a process in place to follow up?
If I look at this from the viewpoint of the consumer, I want to engage with a company who I can trust. That trust can come from someone I’ve used before or has been recommended to me. If not then I will look for accreditations, reviews and a professional image.
So I then looked at engaging with another local company that I was familiar with. I got in touch using a contact form on their website. I received an automated acknowledgement message immediately but a whole business day went by before I had a response from them. I was then told there would be a charge to come out just to quote for the job.
My search continued so I turned to a social media group I am active in. I tweeted them and after a brief exchange of messages, one plumber attended that evening after travelling a good 40 miles to get to me. There was no charge for the call out, however they have not yet provided a quote for the agreed works.
So what’s the moral of the story? In busy periods, you may lose more work, and more of your reputation, if you don't go the extra mile and communicate to prospective customers properly. A simple process to follow up after a job can open up new opportunities. If quotes are taking you too long to produce, then job management software could become your best friend. With simPRO, accurate and professional-looking quotes can be produced in minutes. You can even set a reminder for follow up after a couple of days and if the customer is happy to proceed with your quote, convert the job to a quote instantly.
Meanwhile...I still need to replace my boiler!
For more information on how simPRO can streamline everyday quoting processes contact us on 0800 622 6376 or request a free demo.