In the service business world, it can be easy to convince yourself it’s all about price. You have potential customers who end up going with whichever company quoted the lowest price and customers who abandon you when a Groupon pops up or an Amazon Prime day offers them a percentage off of Amazon Home Services. How can you compete and make a decent living when you’re being undercut on price left and right and that’s all customers seem to care about?
More? What do you mean more? I can’t afford to lose money on every job!
No, I’m not saying you should not charge for products or time, but there are some things you can do to add value for your customer that don’t cost you. Let’s look at some examples:
#1 Clean Up After Yourself
You may think it’s a given that service business crews and contractors clean up after themselves, but truthfully, it’s not. Simply by taking precautions to make sure your customer’s property and home stay clean throughout and that you leave no traces behind is a great way to add value without cutting into profits. It may take a little more time to put down drop cloths or vacuum up after a job, but it’s not going to take up your whole day. Just include a little buffer for cleanup in your appointment windows.
#2 Offer To Move Furniture
If you’re a house painter, a flooring guy, or you perform some other home service that may require the moving around of furniture, offer to do it for the customer if you’re physically capable of doing so. This can be an especially valuable service for the elderly and is just one way to make the job less stressful and less of a hassle for your customer.
#3 Go Ahead & Do Small Add-On Services That Don’t Take Much Time
Did your customer mention needing or wanting a small service performed sometime in the future? Offer to do it while you’re already there and have the products needed. If you’re a painter, this can be offering to go ahead and touch up baseboards while you’re in the home. If you’re a chimney sweep, this can be offering to go ahead and fix a damper that’s missing a pin. Offer to change out a light bulb that’s burned out or swap out an air filter. If you’re open minded and listen to your customer, you’ll likely find it easy to identify small ways you can add value and provide additional services without breaking the bank or wasting a lot of valuable time.
#4 Educate Your Customer
One thing you may take for granted as a service professional is your knowledge. You have years of experience and education in a field that most people know nothing about — sharing some of that knowledge can add value to your customer’s life. If you’re a chimney sweep, this may be educating your customer on the best tips for seasoning your wood or getting your fire started. If you’re a house painter, this may be letting your customer know that wiping down a painted wall (especially if it’s a darker color) can leave streaks if a wipeable paint is not used. If keeping their kids’ fingerprints off of their walls is something that’s important to them, recommend a paint product that’s made to be wiped down or washed. These small tips and suggestions can lead to happier customers, and all it takes is a little attention, listening, and sharing.
#5 Be On Time Or Call If You’re Going To Be Late
You might be amazed at how many service professionals are perpetually late and don’t take two seconds to call the next customer and let them know. Most customers will understand that things come up and schedules change, but if you don’t take the time to call and let your customer know you’re not going to make the agreed upon time, your customer will feel disrespected. Make every effort to be on time to each and every appointment — and when things don’t go according to plan, make the phone call, apologize, and let them know when they can expect you and that this isn’t the norm.
Value isn’t always about price, and the sooner you see the difference, the sooner your customers will. So get creative and look for ways to make your company the greatest value. Then, those cheaper options won’t even compare.