Trend Lines: A summer of service folks provides message to businesses

This has been my summer to replace, repair and refurbish. New dock and boathouse. New floors and carpet. New sprinkler system. I’ve seen more of the septic tank guy, the plumber and the electrician than I ever want to see again. I’ve learned a lot. This is my message to all of you small business owners who provide a service. Listen up. You just might learn something from me, your customer.

Respond. Return phone calls even if you do not have an answer to the question. Nothing is more frustrating than a provider who’s out there in a black hole. In the boathouse project, the jet ski lift had to be moved. I placed seven calls over the course of several weeks to the guy who installed it before I got anyone to respond to me. I love the lift, but can’t recommend the company to anyone at this point simply because they don’t seem to value my business. On the flip side, my electrician, my plumber and my septic tank guy either take calls or return them promptly. All of these folks are small operators with similar business structures. The difference in customer satisfaction is simply the fact the good ones respond.

Stay connected with your customer from start to finish. Coming in again on the communication channel, stay connected to your customer throughout the project. Things change and it’s important to stay on top of those changes. Let me know when things change on your end. If I’m expecting you or your crew and you are not going to show up, let me know and let me know why -- and let me know when you will be there. In short, keep me posted.

Teach your crews to have respect for me and my property. I spent a substantial amount of time cleaning up after the boathouse crew throughout the project. Plastic bottles, cigarette butts, construction debris, renegade nails and screws. The guys who installed my hardwood floors failed to bring a vacuum cleaner with them, leaving me with piles of dust and dirt, some of which made its way to the new light-colored carpet they installed. On the other hand, the electrician and his crew made a point of cleaning up after themselves. The plumbers made sure they put coverings on their shoes and cleaned up their messes. Again, a much appreciated difference.

I love my new boathouse, new floors and the jet ski lift. And I would love them even more if those providers would take a long look at the service element that goes with their work. In the end, it boils down to common sense and common courtesy, something that will help your business and something your customers will certainly appreciate.

An experienced business executive and organizational consultant, Jan Flynn teaches at the J. Whitney Bunting College of Business at Georgia College & State University.

This story was originally published September 1, 2015 at 9:14 PM with the headline "Trend Lines: A summer of service folks provides message to businesses ."