Any reputable residential electrical contractor knows you must always be ready to put your tool pouch on and take care of your customers. But did you know one of the best times to grow your revenue is during storm season? When rain, wind, lightning, ice, or snow makes its way around the neighborhood, many people experience electrical outages due to downed trees and power lines or lightning strikes. When this happens, how can you guarantee your business is top-of-mind for people affected by inclement weather? One way to ensure this is to reach out to existing clients before an unplanned electrical outage occurs.
At our company, we receive 60% of all revenue from existing clients — that’s too much money to leave on the table. To receive calls and be top-of-mind during those “we need you right now” moments, you must properly educate your clients on the products and services you provide. I’ve had people tell me that they didn’t call us when their power got knocked out because they didn’t realize we performed that type of electrical work. I took this as a sign we needed to communicate to our clients exactly what services we offer — and how we can help them in these types of emergencies.
In addition to educating your clients about the products and services you offer, it’s critical to make sure your vans are properly stocked with the inventory needed to complete any emergency call. Not having the right tools and parts on your van could end up costing your business thousands of dollars in lost revenue. I can’t recount how many times we secured a job simply because we had the right gear on our van and could solve the problem immediately for the customer. Although stocking your vans may cost you time and money, I promise you won’t regret it.
It should come as no surprise that customers sometimes feel under the gun during power outages. Therefore, it’s imperative to train your techs to be sensitive to the emotions clients may be experiencing. Being matter of fact and just technical could backfire and make you an undesirable choice for providing a solution to their needs. One simple way to show you care is to empathize with the client’s feelings and listen to them. Many clients buy based purely on emotions and their ability to trust a service provider.
The following list of tips can help you grow your business, especially during storm season:
1. Provide club memberships to ensure you have maintenance contracts with your clients.
2. Keep surge protectors, eye-bolts, panels, breakers, mast pipes, meter bases, weather heads, service cable, and any other frequently used tool or part for emergency situations on your service trucks.
3. Make sure your website, advertisements, company brochures, etc., state exactly what kind of electrical work you are equipped to perform.
4. Train your electricians to offer 24/7/365 service.
5. Be prepared to deal with insurance adjusters; offer itemized estimates for review.
6. Keep contacts at the local power company saved in your cell phone.
7. Be prepared to know all local applicable codes for the storm work you are quoting.
8. Offer financing to lock in the higher revenue jobs.
Always be ready when your client calls, and remember that you can’t deposit excuses in the bank.
Talbot is a licensed, master electrician in Georgia, where he was born and raised. He has been in the industry for 17 years and is currently the operations manager for Mister Sparky Atlanta, where he manages a team of technicians. In his spare time, he plays with his kids, volunteers, and is flipping his fourth house. He can be reached at [email protected].
