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As the end of year approaches we’re all busy rushing around to get jobs finished before Christmas shutdown. Clients are worried their projects won’t be done in time and we sometimes feel like we’re putting out more fires than usual.
If you’re a sole trader or running a small business, this is the time to up your customer relationship management and build stronger client service so you’ve got a platform for a successful start to the new year – and a buffer if the proverbial hits the fan.
These tips will help to keep your clients happy and your stress levels in check in the lead-up to the holiday season.
Talk to your clients and find out exactly what they expect you to get done by Christmas. Perhaps they need you to make a start on a new job or get to a certain stage of a project, but there isn’t an expectation that you’ll finish everything.
“If it’s work that you’re doing with individual customers, typically they’ve just got one project to focus on. One of the keys is finding out if it’s something that needs to happen before Christmas – is it a must-have? – or whether it can wait until the new year,” says Paul Rogers, head coach and founder of business mentoring service Tradie Coach.
“If you’re working for a builder in the commercial space, find out how much work they expect you to get done and their deadlines.”
When you’re working on bigger jobs, being sensitive to where your trade slots into the overall schedule and pushing to get things done if you’re holding up others helps to keep commercial clients extra happy.
“Builders are keen to get projects finished, especially if you’re a contractor that’s towards the end of the process, like a painter. They’re keen to get you in and out so they can charge their customer for handing over a project,” Paul says. “Try to go into these sorts of conversations understanding where each party is coming from.”
There’s typically a rush across all trades with people wanting to get things done before Christmas. Paul says any jobs locked in after early October are unlikely to be finished in time, so it’s important to be honest with your clients as early as possible. You’ll tick off good customer relationship management, but also form trust.
“Communication is really the key to managing expectations,” he says. “Have those conversations and set expectations. Perhaps you can’t get it all done, but there’s a few things you can do to get your client through the Christmas period.”
Tip: Did you know that our 134 TRADE service can help take a load off by offering fast quoting, pricing and stock queries, order and delivery updates, and general trade enquiries?
All clients are important, but let’s be honest, some are more integral to your business than others. Identifying your top clients can help you to better focus your time and provide high-quality customer service, Paul says.
“Prioritise your ideal customers first, then look at what’s left. Who are those clients you really want to look after that are a pivotal part of your business?” he says. “Make sure you’re looking after them first, because they’re the ones that are going to give you ongoing work.”
If you do mostly commercial work, these clients may take priority over once-off domestic clients. “These clients may share their experience with others, but it has less of an impact if their jobs are running late than it does if you’ve got a long-term customer that gives you lots of work,” Paul says.
When you’ve run out of capacity, talk to your clients about pushing the job to the new year. Offer incentives to sweeten the deal and make sure they feel valued.
“Can you give them a better rate if they hold off until the new year?” Paul suggests. “Give a bit of an incentive to not try and cram it into the pre-Christmas period. If you know that January and February can be a little bit quieter, this can be a great way to come back and not have to rebuild momentum.”
Check out how landscaper Peter de Beer is saving time and money thanks to Bunnings Trade’s Landscape Specialist service.
Asbestos, lead-based paints and copper chromium arsenic (CCA) treated timber are health hazards you need to look out for when renovating older homes. These substances can easily be disturbed when renovating and exposure to them can cause a range of life-threatening diseases and conditions including cancer. For information on the dangers of asbestos, lead-based paint and CCA treated timber and tips for dealing with these materials contact your local council's Environmental Health Officer or visit our Health & Safety page.
When following our advice in our videos, make sure you use all equipment, including PPE, safely by following the manufacturer’s instructions. Check that the equipment is suitable for the task and that PPE fits properly. If you are unsure, hire an expert to do the job or talk to a Bunnings Team Member.
