Advice/Opinion/Insight/Events/Case study/Customer care/Training BUILDING TRUST
Live wire Standing out Customers are increasingly aware of the need to find a contractor they can trust. Following a few w broad principles should ensure you don’t let them down, n, says Philip Sanders
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lectrical contractors are no different nt from any other business, in so much as they deliver a service to a customer. However, there is something that sets electrical contracting apart from most other ay businesses as, while a customer may hey well know what they want in terms of an end result, they do not have the practical or regulatory knowledge to know what is required to achieve it. More often than not, customers go to great lengthss to find the ‘right’ contractor and place great reliance e on the NICEIC and ELECSA brands as part of their due n diligence. Trust is a word that is often overused but, in essence, this is what customers are doing when they engage a registered electrical contractor. They are p putting their trust in the company or individual to help them achieve the desired outcome, be it something simple, such as an additional socket outlet, or vastly more complex, such as the wiring of a new facility. k In all cases, customers rightly expect that any work undertaken by a registered electrical contractor will be completed to the required standard. Of course, all registered contractors are required to meet, as a uch minimum, BS 7671 and other applicable standards, such as those laid down in building regulations. er? So, what can set one contractor apart from another? ery Well, in addition to having the right physical tools, every professional electrical contractor should possess the ers. tools required to deliver a quality service for customers. The following elements are all aspects to consider.
the words or the information being communicated, but also understanding what the speaker is really saying.
Take a close look Evaluate the existing installation prior to undertaking alterations. This fundamental BS 7671 principle will serve you well, with any shortfall in adequacy of the existing installation being communicated to the customer in writing, together with a scope of remedial work/costs.
Plan every job There is no substitute for proper, effective planning, as electrical installations vary enormously in age, condition and complexity. Planning should include understanding the task that must be performed, and the tools and procedures necessary to complete it. Communicate the plan to the customer in writing, discuss, listen to feedback, and change where appropriate.
Anticipate the unexpected
Remember, there are many variables within an electrical installation and a customer’s requirements, so don’t offer an ‘off-the-peg’ solution when the situation requires a ‘bespoke’ option. No two jobs are the same.
Effective communication This is probably the most important tool of a professional electrical contractor. It sounds simple, but too often what we try to communicate gets lost in translation, despite our best intentions. Fortunately, you can learn how to communicate more effectively to enable you to connect with your customers, and build trust and respect. People often focus on what they should say, but effective communication is less about talking and more about listening. Listening well means not just understanding
‘Accept that contractual creep can happen and discuss any changes and extras directly with the customer’
If this step is applied effectively effectively, the possible cause of failures or events that could alter the method of accomplishing the task could be thought through beforehand. So, consider the actions of other trades involved and the impact this may have on your work.
Contractual creep This is where the agreed scope of work is subject to change, often initiated by the customer, even while work is underway. Accept that this can happen and discuss any changes and extras directly with the customer.
Be transparent Honesty is crucial to maintaining trust, and this includes when problems occur and mistakes happen.
Philip Sanders is customer relations engineer at Certsure
Connections Summer 2016
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Illustration: Cameron Law
Be open-minded
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29/06/2016 09:35
