Customer care

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Standing out Customers are increasingly aware of the need to fi nd a contractor they can trust. need to find a contractor they can trust. Following a few broad principles should ensure you don’t w broad principles should ensure you don’t let them down, says Philip Sandersn, says Philip Sanders

E lectrical contractors are no diff erent 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 businesses as, while a customer may ay well know what they want in terms of an end result, they hey do not have the practical or regulatory knowledge to know what is required to achieve it.

More often than not, customers go to great lengths s to find the ‘right’ contractor and place great reliance the words or the information being communicated, but the words or the information being communicated, but on the NICEIC and ELECSA brands as part of their due e also understanding what the speaker is really saying. also understanding what the speaker is really saying. diligence. Trust is a word that is often overused but, in n essence, this is what customers are doing when they Take a close look Takeaclose look engage a registered electrical contractor. They are Evaluate the existing installation prior to undertaking Evaluate the existing installation prior to undertaking putting their trust in the company or individual to help p alterations. This fundamental BS 7671 principle will serve alterations. This fundamental BS 7671 principle will serve them achieve the desired outcome, be it something you well, with any shortfall in adequacy of the existing you well, with any shortfall in adequacy of the existing simple, such as an additional socket outlet, or vastly installation being communicated to the customer in installation being communicated to the customer in more complex, such as the wiring of a new facility. writing, together with a scope of remedial work/costs. writing, together with a scope of remedial work/costs. k In all cases, customers rightly expect that any work undertaken by a registered electrical contractor will Plan every job Plan everyjob be completed to the required standard. Of course, There is no substitute for proper, eff ective planning, as There is no substitute for proper, eff ective planning, as all registered contractors are required to meet, as a electrical installations vary enormously in age, condition electrical installations vary enormously in age, condition minimum, BS 7671 and other applicable standards, such uch and complexity. Planning should include understanding and complexity. Planning should include understanding as those laid down in building regulations. the task that must be performed, and the tools and the task that must be performed, and the tools and

So, what can set one contractor apart from another? er? procedures necessary to complete it. Communicate procedures necessary to complete it. Communicate Well, in addition to having the right physical tools, every ery the plan to the customer in writing, discuss, listen to the plan to the customer in writing, discuss, listen to professional electrical contractor should possess the feedback, and change where appropriate. feedback, and change where appropriate. tools required to deliver a quality service for customers. ers. The following elements are all aspects to consider. Anticipate the unexpected If this step is applied eff ectively, the possible cause Be open-minded of failures or events that could alter the method of Remember, there are many variables within an electrical accomplishing the task could be thought through installation and a customer’s requirements, so don’t off er beforehand. So, consider the actions of other trades an ‘off -the-peg’ solution when the situation requires a involved and the impact this may have on your work. ‘bespoke’ option. No two jobs are the same. Contractual creep Eff ective communication This is where the agreed scope of work is subject to This is probably the most important tool of a change, often initiated by the customer, even while work professional electrical contractor. It sounds simple, is underway. Accept that this can happen and discuss but too often what we try to communicate gets lost any changes and extras directly with the customer. in translation, despite our best intentions.

Fortunately, you can learn how to communicate Be transparent more eff ectively to enable you to connect with your Honesty is crucial to maintaining trust, and this includes customers, and build trust and respect. People when problems occur and mistakes happen. often focus on what they should say, but eff ective 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’

Anticipate the unexpected Ifthisstep is appliedeffectivelythepossiblecause