Building Trust with Prospects From the Get-Go: A Step-by-Step Guide for Field Service Pros

Your field service business is there to solve problems for your customers. From fixing a faulty HVAC system to arranging regular lawn care, you are taking care of a job that the customer either cannot do or does not have time to do themselves. To build trust with your customers, you need to show them that you understand their needs and have the experience and necessary equipment or parts to solve the problem. By talking to your customers you not only give them confidence in your services, but you may also uncover further problems that you can help with.

In today’s modern digitized world, there simply is no excuse to leave prospects waiting for a response. Whether it is the first contact with a new prospect or contact with a loyal customer, responding quickly to queries is paramount. However, when you are out on the road or in the middle of a tricky task, you may not always be able to respond immediately. The good news is that field service software can help you to stay in touch with those who matter thanks to automated messaging, voicemail and SMS reminders.

Your prospects won’t trust you if they sense there is a wall between you. Failing to listen when they are talking or interrupting them mid-conversation could mean you come across as unprofessional and even worse, misunderstand their needs. By taking notes, asking them questions and following up with your recommendations either in person, over the phone or by email, you can build a connection with your customer and ensure they feel comfortable with you and your company.

There are few things worse for a customer than receiving a bill that is more than they expected or service that falls short of what they were promised. Always make sure that you honor any quote you give to your customers, that you return at the time you promised and that you carry out the work that was agreed. There may be times when you need to adjust a quote due to unforeseen circumstances or more work being requested by the customer, but this should always be clearly communicated before you issue your invoice. Also, ensure that your quote clearly breaks down the work you are quoting for so that any issues can be avoided at a later date.

Reviews are a great way to build trust before you’ve had any contact with your prospects. Encouraging your field service customers to leave reviews will build confidence in prospects and give them a good idea of what to expect if they hire your services.

Win your prospects’ trust right from the start

In addition to professionally-looking estimates and automated customer notifications, you can send invoices and accept customers on the payments right from your mobile device with mHelpDesk. Schedule your free demo now!