Customer Service for Tradesmen: The Basics That Win Work

Reply fast, even if the answer is "not yet"

The first tradesman to answer an enquiry often gets the job. If you cannot talk on site, a quick text saves it: "On a job until 5, I will ring you tonight." Set up a voicemail message and an auto-reply on your messages that say the same thing.

Say what will happen, and when

• Before the jobConfirm the date, the time window, what you are doing and what it will cost.
• On the dayText when you are on your way. If you are going to be late, say so before the time you promised.
• During the jobTell the customer what you find, especially if it changes things. They hate surprises more than they hate delays.
• After the jobShow them what you did, tell them how to look after it, and say what happens next, such as when the plaster will be dry or when to expect the invoice.

Put changes to the price in writing

When extra work turns up, tell the customer what it is, what it costs and what it does to the timescale, and get their yes in writing. A text is fine. It saves arguments over the final bill, and it is the first thing that gets checked if there is ever a dispute.

Leave it tidy

Protect floors, keep dust to one area, and leave the place cleaner than you found it. It costs little and it is what customers talk about.

Keep a record

A note on the job, the photos you took, and the messages you sent are your evidence if something goes wrong. Keep them with the job, not scattered across your phone.

Know your legal footing

Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. If you have not agreed a price beforehand, it must be reasonable, and the work must be done within a reasonable time. If you meet those standards and keep a clear record, you are in a strong position.