All
IronmongeryDirect
21st March 2024
5 mins
A life in the trades sometimes comes with setbacks, and these can affect how quickly you can attend requests for new work. Our recent research found that the average wait list for a UK tradesperson is five weeks, with roofers having the largest demand (nine weeks).
Staff shortages (28%), finding staff with the right skillset (16%) and delays with parts (17%) are just some of the main reasons for these long waiting lists.
With this in mind, here’s six tips to help you manage your waiting lists and keep your customers happy.
Prioritising your waitlist is crucial for ensuring your business runs smoothly. Review your list of jobs and identify those which are most urgent so you can complete these first. You may have an emergency call out, or some customers who have been waiting a number of weeks. Whoever you choose to prioritise, it’s important to keep all staff and customers updated and be transparent about why you have to push work back.
No matter how long your wait list is, it’s crucial to keep a constant line of communication with your customers to let them know when planned work is due to commence. Be honest about waiting times from the beginning, and open about potential delays, such as materials shortages, or larger jobs taking longer than expected. Being clear with people will help to avoid any confusion and keep them happy.
You may find that customers were hoping to have the work conducted earlier and can’t wait for your available slots. If this is the case, you may want to suggest other businesses that may be able to take on the work sooner. Building relationships with other tradespeople can be a really positive thing to do, as if you recommend them to customers when you’re unable to take on the work, they might be able to return the favour at a later date to help you out.
There might be cases where you’re unable to attend a job to complete it fully, but you’re able to provide a temporary solution or workaround for the customer while they wait. This shows commitment to the customer, while buying you some time.
The most effective way to keep customers happy is to ensure that when you do get to their job, you do it to the highest quality possible, justifying their long wait for your time. Nothing is more important than doing the job well, so providing a brilliant service is key to a satisfied client base.
Keeping organised can often feel like a mammoth task for a lot of people, but understanding what work you have coming in and when will help your business run more smoothly.
For more advice on how to run a trade business, from social media marketing to inheriting a family firm, visit: https://www.ironmongerydirect.co.uk/blog