Ecmweb 8787 Rusty Wise Service Secrets Ecm Wide 0
Ecmweb 8787 Rusty Wise Service Secrets Ecm Wide 0
Ecmweb 8787 Rusty Wise Service Secrets Ecm Wide 0
Ecmweb 8787 Rusty Wise Service Secrets Ecm Wide 0
Ecmweb 8787 Rusty Wise Service Secrets Ecm Wide 0

Service Secrets: Is Your Company Camera Ready?

Feb. 14, 2017
Appearance goes a long way when it comes to building your home service reputation.
Rusty Wise

Think about the retail market for a second. When you go out to eat or shop for clothes, do you pay attention to how things look? In a retail setting, proper appearance is key — how the menu is designed, how the waiter is dressed, or how products are displayed. If you own or run an electrical service and repair business, you can learn lessons from these retailers. The same customer that goes retail shopping is the same customer who will receive you for service at their home.

These are a few things I’ve learned over the years that have made my business stand apart from the rest.

Office view

 Let’s start with the office or shop. Is the shop clean and organized? Even if your office is in your home, organization and appearance starts at the office and should flow through to the rest of your operation. If you are the owner or office manager, how do you dress? Business casual attire should be the bare minimum dress code because this simple extra effort shows you’re in charge.

Field labor

Every successful service and repair company that I know outfits its technicians in uniforms, and my company is no exception. Clean uniforms worn by your field staff are a must, even if your company has to pay for it. If you let your technicians wear what they want, you’ll have a variety of colors, styles, etc. Every technician also needs a name badge with his or her picture and company logo on it. We have a uniform guideline that all our technicians abide by. This includes the shoes, undershirt, and even the belt they wear. Our technicians also must be clean-shaven. Studies show that a clean-shaven employee is better for business.

Fleet vehicles

Whether you have one truck or 100 trucks, make sure they stay clean inside and out. Our training stresses the inspection of fleet vehicles weekly. We also provide each technician with a checklist he or she must follow. The inside of the truck is just as important as the outside. Some customers may walk out to the truck and judge your quality of work based on the cleanliness of your vehicle.

Most technicians hate to wash their truck, but you can incorporate a plan to keep them clean, and even make it fun. Set up a contest to see who has the cleanest truck in the fleet for a one-month period. Better yet, give everyone an award if they keep them all clean. The technicians will be happier and usually more willing to do something they don’t like if there’s a small reward in the end.

Work zone

I am amazed that work zone appearance is rarely discussed in our industry. When changing out a panel, is there a messy trail from the panel to the truck? Are tools and materials spread out all over the place? Tools should be kept in an organized tool bag, not thrown in a 5-gallon bucket. Tools also need to be clean and operable. If your customer has better tools than your technician, that’s a problem. Your technicians should have the best tools they can get because customers notice them.

Attention to detail

In the electrical industry, most of our finished work is hidden behind walls and ceilings. This is why it’s imperative that what the customer sees is almost perfect. The electrical panel covers must be clean, straight, and neatly labeled. If you can’t read the label, then the customer can’t read it either. The conduit needs to be clean, straight, and properly supported and strapped.

I know that these appearance items may seem elementary to some, but we are home service professionals and should always look the part. The value of anything is the perceived value in relation to the cost by the consumer. Electricians have the opportunity to make the most money and profit of all the trades, but we have to present ourselves in a professional manner.

Wise holds an A.S degree in Electrical Engineering and is licensed in N.C., S.C., and Virginia. In addition to being a college electrical instructor, N.C.-licensed real estate broker, and former NASCAR race car driver, Wise owns and operates Mister Sparky in Charlotte and Cherryville, N.C. He can be reached at [email protected].

About the Author

Rusty Wise

Rusty Wise holds an A.S degree in Electrical Engineering and is licensed in N.C., S.C., and Virginia. In addition to being a college electrical instructor, N.C.-licensed real estate broker, and former NASCAR race car driver, Wise owns and operates Mister Sparky in Charlotte and Cherryville, N.C.

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