So you showed up late. Now what?

Arriving late to a job ruins any chance of a trustworthy relationship with your customer. Repeat customers will cease to exist if they can't count on their technician to respect his or her schedule. However, if you're going to be late, here's how to do damage control:

  1. No excuses. Simply apologize for the delay, without a flood of excuses. Ensure the customer that you will work efficiently and take up as little of his time as possible. Promise them it will never happen again and follow through on that promise.
  2. Put your phone away. Show the customer you take their time seriously and that you are ready to work. Taking a call, answering a text, or responding to e-mails is a fast track to customer dissatisfaction.
  3. Get feedback. Ask the customer if they have any specific requests, or if there is anything else you can do for them. Making yourself available will help keep tensions down.

It's always wise to ask your clients how your business can improve your service, but especially after showing up late. Are you doing everything you can to bounce back? Tweet this article and ask other professionals how they come back from this common HVAC pitfall.

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