The New Normal in the home services industry sees customers tinkering with broken HVAC systems, trying to fix clogged drains, and putting off regular maintenance or renovations when the budget is tight. What can you do to mitigate health and safety concerns, and put customers at ease enough to invite you into their homes?
Make customers feel comfortable
- Reassure customers that you are prioritizing cleanliness and safety by explaining your protocols when they book an appointment
- Ensure any subcontractors you work with adopt your sanitation standards
- Equip staff with fresh protective equipment for each worksite, i.e. masks, face shields, gloves, shoe covers, etc.
- Encourage crews to travel to job sites in separate vehicles, whenever possible
- Spell out your safety protocols on all your digital channels, i.e. website, social media, email newsletters, Yellow Pages listing, and Google My Business profile
Deliver products or services differently
- Offer remote project estimates using customer-supplied photos and videos
- Reduce the number of visits technicians need to make to customer’s homes, suppliers, and the workplace
- Ensure all service vehicles are fully stocked to avoid unnecessary trips
- Send email maintenance reminders, tips, or even DIY videos to customers
Rethink your business policies
- Send, and receive, work orders to and from personnel by email
- Offer discounts or flexible payment terms for larger jobs
- Provide contactless payment options
- Leverage any downtime to enroll employees in online skills training programs
- Capitalize on this period of high unemployment to add top talent to your team
Open your home services business, and thinking, to customer-driven enhancements that will add comfort, and value, to the experience of hiring your team.