When going on your first appointments as an appliance repair professional, you may be unsure about what is acceptable and unacceptable when entering a client's home. A seasoned repair professional often knows exactly how to handle customers, even in difficult or unique situations. Some rules will be learned with experience, while others should be exercised early on to ensure that you develop a strong customer base. Happy customers refer the best repair professionals to their friends and your level of professionalism will be the determining factor in this
In this day of technology, a cell phone call prior to arrival is quite courteous and prevents you from catching a customer off-guard. You should always give your customers a window of time so they know when to expect you–and be rigid with it! Avoid giving three to four hour time frames because it's more difficult to plan around that. Try to stick to a one to two hour time frame. Contact the customer if you will be arriving late or if you are able to arrive early. Be sure to introduce yourself.
Before entering, make sure your shoes are free of dirt and debris. In some homes, shoes are not allowed. Most often the client will let you know this upfront, but it's okay to ask just to be on the safe side as well. If a doormat exists, use it.
If you have not been told what work is needed, now is the time to ask. If you have already been told, go over what you were told so there is a clear understanding. Explain to the client what you will be doing. If offered a drink, it is fine to accept it. Remember to be friendly, but professional. When exiting and re-entering the home, you could yell something out to alert the customer that it is still you and not an unexpected visitor.
When your job is complete, let your customer know what work you did and what they need to do on their end. Leave your business card with the customer and advise them to contact you with any questions or issues. A followup call a few days later is professional, courteous and will encourage repeat business.