Business smarts EMPLOYER PERSPECTIVES
SMALL THINGS COUNT
Doing the small things makes a big difference, says Tracy Pleasants of Foleys. When we provide positive feedback to our tradespeople or customer-facing teams, they often simply reply, “But I was just doing my job.” How lucky we are, because by just doing their job they often prompt customers to contact us proactively and say how appreciative they were of our service! Our customers notice and remember when we introduce ourselves; when we take the time to listen and communicate; when we’re friendly; when we’re respectful of their home, their dog, their cat; when we’re wholly professional; when we’re tidy and clean up after ourselves… They remember how we answer the phone; how quickly we respond; and how we turn up on time, or let them know when we are arriving.
We place a lot of expectation on our teams—especially our tradespeople—to don a cape and mask and act like a superhero to help our customers, sometimes in their hour of need. And our customers remember. If you ever need a reminder about how important service is, become the customer and take note of all of the things mentioned above and how well or not they are done. Often, you will notice that doing the small things makes a big difference to how you feel about the company or tradesperson.
About the author: Tracy Pleasants is the Marketing Manager for Foleys based in Dunedin. Foleys is a plumbing, drainlaying gasfitting, electrical and mechanical company with 13 branches across the South Island and Palmerston North, Putāruru and Rotorua.
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