The Most Common Complaint | The ServiceMagic ProConnection

Phone calls and appointments?..

Do you know two of the most common complaints about contractors? They show up late for appointments (if they show up at all), and they don?t return their phone calls.

So, why don?t contractors show up on time, or return their phone calls?

For starters, they believe they are busy and they can?t do everything that needs doing. So, when they get back to the office or their home in the evening, especially when they are tired, they put off returning phone calls because they get distracted by something better. The next day something else shows up that takes their attention, and the phone calls keep waiting, along with more calls that need to be returned. At some point, they delete everything in their voice message box with the thought that if the calls were important enough, they?ll call back again.

Another reason is that they are afraid of what the call might be. What if it?s a client with a complaint? A bill collector? Rather than face the problem (if it is a problem), they avoid it and hope it will go away. And in the process, lose the opportunity to meet some potential new clients.

If the phone rings, pick it up and answer. If you can?t answer, return the call. Right away. Before you have the chance to find something else to do.

When it comes to being late for appointments ? well, all humans are creatures of habit, but sometimes contractors take it to extremes. They assume that because they are expected to be late, it?s okay to be late. It?s not.

Let?s assume that I am Michael Wealthyhomeowner, and I have $400 K to spend on a whole house remodel that Mrs. Wealthyhomeowner wants done. So I contact you and we set an appointment. You show up late. You just broke your first promise to me. Why should I do business with someone who doesn?t keep their word? An appointment is a promise that you will be there and on time. Being late is a habit, and it?s an important one to break.

If you are serious about doing business with potential clients, get to your appointments on time. No stories, no excuses. If you?re going to be 2 minutes late, call on the way and let them know.

Want to be a hero? Show up for your appointments on time and return your phone calls.

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