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3 min read

The Importance of Customer Service in the Trades Industry

customer service in the trades industry

Unfortunately, the importance of customer service in the trades industry often takes a backseat as money, materials, time, and cost all remain front of mind.

But companies that prioritise providing great customer service are making more money, as 86% of consumers are willing to pay up to 25% more for a better customer experience.

Which begs the question…

Are you providing a great customer experience in your trades business?

If not, you should be.

That’s because customer service connects the great work you do on the tools with satisfied customers, which in turn creates a loyal client base and a reputable brand.

So more happy customers, more repeat business, and more money in your back pocket.

In this article, we look at how tradespeople can improve their customer service, and how this will help your trades business.

Building Trust with Transparency

Trust is the foundation of any strong relationship, and this is no different between tradespeople and their clients.

Transparency in pricing, timelines, and the scope of work fosters trust.

So don’t hide your intentions; trust your customers with the truth.

When customers understand what they’re paying for and why, they feel valued and respected.

Remember, it’s not just about fixing a leak or wiring a home; it’s about providing peace of mind, and making your customers feel valued on a personal level.

Communication: The Heartbeat of Service

Effective communication is the beating heart of excellent customer service.

Keeping clients in the loop with regular updates, being available to answer their questions, and actively listening to their concerns can make all the difference.

It’s not just about the message you convey but how you convey it.

Approachability and empathy go a long way in establishing a rapport with customers.

The Ripple Effect of Positive Experiences

A positive customer experience creates a ripple effect.

Happy customers are more likely to recommend your services to friends and family, expanding your business through the most powerful form of marketing—word of mouth.

They’re also more likely to return for future services, ensuring a steady stream of business.

Handling Complaints with Grace

No business is immune to the occasional hiccup.

How you handle complaints can either make or break your reputation.

Addressing issues promptly and with a solutions-oriented mindset demonstrates professionalism and commitment to customer satisfaction.

Take ownership of any mistakes and use any complaint as an opportunity to turn a negative into a positive by showing that you value your customers’ happiness above all else.

Training and Empowerment

Investing in customer service training for your team can bring significant returns.

When every member of your team understands the value of customer service and feels empowered to deliver it, the quality of service naturally improves.

So don’t just measure and train your staff by their technical skills on the tools, but consider their interpersonal skills, too.

Providing a great experience is about creating a culture where excellence in customer service is the norm, not the exception, in your trades business.

The Competitive Edge

In a market where technical skills can be matched, customer service is another chance to establish a competitive edge.

It’s what sets you apart from the crowd.

Customers remember how you made them feel long after the job is done.

By prioritising customer service, you’re not just completing tasks; you’re creating memorable experiences that speak volumes about your brand.

Service with a Smile

The trades business isn’t just about buying and selling; it’s really about providing top-notch service to make customers happy.

When tradespeople focus on treating their customers well, they can create strong bonds, help their business grow, and really set themselves apart from others who are doing the same thing.

Remember, the quality of your work gets you in the door, but the quality of your service keeps you there.

How Fergus Helps

Providing great customer service in your trades business is made easier with the UK’s #1 job management software.


Because Fergus offers a range of features that streamline customer interactions and ensure satisfaction, such as:

  • Communication: Send text or email updates straight from Fergus to keep customers informed about their project’s progress.
  • Efficient Job Management: Easily create job cards, find customer details quickly, and keep all job-related information in one place.
  • Payment Reminders: Send branded quotes, invoices, and payment reminders to customers, helping to maintain cash flow and reduce overdue invoices.

By using Fergus, trades businesses can provide a level of customer service that builds trust, encourages repeat business, and generates positive word-of-mouth.

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