Handling client installs during the pandemic provides a set of new challenges. There’s a lot of special care you need to take into consideration, but it remains perfectly possible with the right attitude and etiquette, meaning it can remain safe for you and your clients.
It’s all a matter of pre-planning and precaution, but also making sure the client feels comfortable – and the best way to do that is to ensure you’re being as safe as possible. Let’s walk through some of the major steps you should take and how to handle client installs during this pandemic effectively.
Plan deliveries ahead of time
This is a tricky step, depending on what kinds of materials you’ll be using. Order in advance to make sure your deliveries will arrive on time, so that in the event of delays or even cancellations, you avoid trouble and headaches.
If you can’t keep the schedule, the best course of action is to be transparent with your clients and let them know at which stage you’re in, since making extra promises you can’t be sure of will only make the situation worse.
If at all possible, take inventory of what you have in stock and order materials that you know you can use – this will help in finishing jobs you take without having to wait for deliveries. In some cases, it might even be wise to temporarily limit the range of services you’re accepting – stick to the simpler ones you know you can deliver without depending much on others.
Make your clients comfortable
People are very worried and defensive right now and for good reason. State your safety precautions when talking to the client to make sure they know you’re on the same page – after all you should be protecting yourself as well.
But as a part of your customer experience, it’s important to let the clients know the steps you’re taking for the safety of both parties. Not only will they appreciate it, but they will also remember to be safe on their side – and this way everyone helps each other out.
Be instructive
Homeowners will want to protect themselves, but since they’re not familiar with your methods or even the basic know-how of your projects, it’s crucial that you instruct them in the measures you’re taking to ensure they follow suit. If there’s anything they can do before, during, or after the project to ensure good etiquette, then make sure to tell them, as they may not know how to proceed.
Plan ahead
Planning is now more important than ever. Anything you need to take with you, including materials, equipment and personnel, needs to be planned ahead to ensure the best possible experience. Leaving stuff in the air or to decide later will only stress you out and make room for mistakes and possible breaches in your safety etiquette.
In fact, you can turn this into a great example in your customer service: create a simple list of safety precautions and pandemic etiquette for yourself and for your clients, and share this material with them. It counts as a differential in your favor, but most importantly, it sets an example on how to stay safe and helps others during the pandemic.
Wrapping up
The pandemic sure put a lot of extra obstacles in the process, but that’s yet another reason why it’s important to wrap up your installation the right way. Clean the job site as thoroughly as possible and remember to take some pictures of the complete project to share later. While you’re on it, put some emphasis on the safety precautions you’ve taken – people who follow you will take note of your efforts!
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