Clients are often nervous about having workers in their home but by following a few simple steps you’ll be amazed at how quickly they come to respect you as a worker and feel comfortable with you in their home. The tips below will help you combat your clients worry by taking steps that will put their minds at ease.
These tips are geared towards making the client aware of and confident of your respect for their home. All of it is common sense advice that can be done very easily with little to no extra time or cost to the Custom Installer. In fact it will most likely save you money that would have been lost due to damage or wasted time dealing with the client each time you’re questioned about something.
Drop cloths, Moving Blankets & Shoe Protectors
The first thing you should do at a job is bring in the drop cloths & blankets and put on shoe protectors. Put moving blankets down wherever you’re going to put your tools & parts. They offer more protection than a drop cloth. I also use them anywhere I will be assembling things like a rack or a plasma mount. Put drop cloths down anywhere you will be walking in the home and wear shoe covers while in the home. Take them off when leaving and put them back on when entering the home again. Do not wear them outside then back inside.
If you do this you will have eliminated 90% of the possible damage that could happen during install. More importantly, the client will be 100% confident that you will be careful and that you respect their home. This initial precautionary measure will put them at ease throughout the installation.
Uniforms and Vehicles
Every employee should be driving a clean dependable vehicle that does not have fluids leaking. There should be no multicolored vehicles that have been pieced together at the junk yard. No vehicles that were purchased used with other company logos still on them. No broken windows, no noticeable cosmetic damage. You want every vehicle to look like its part of your fleet.
Everyone should at the very least be wearing a company shirt. If you match the pants and the shirt your employees will look like soldiers. Everyone notices and admires companies that have uniforms.
Tools & parts
All tools & parts should be neatly organized in proper bags, boxes or containers. This makes them easy to carry in to a client’s home. Put them down on the moving blankets and position them neatly all in a row. Make sure lids can be opened without hitting the wall.
You want the client to think “this guy is organized, he is a real professional, and he treats his tools with respect. He will treat my home the same way”.
Always put tools down on a tarp or moving blanket when they are not in your hand being used. Never put your side cutters on the hardwood floor. Never stand your drill up on a counter top.
It does not matter how careful you are with your tools. A client’s first thought when they see your tools on their flooring or counter top or cabinets is “OH MY GOD ITS RUINED”. You don’t want to get blamed for every scratch in the house because you put your side cutters down for a second.
Food, Beverage, Breaks and Smoking
Never keep any food or drink containers in plain sight. Keep them inside a lunch box. If it’s hot out and you’re carrying a water bottle keep it stored inside your tool bag or box. Eat lunch outside of the client’s home. If you brought lunch, eat it in your truck. Don’t let the client see you eating or drinking.
Breaks should be scheduled and designated to a specific area. Breaks taken while working in a finished home should be designated to the control room and the truck. You don’t want anyone to appear to be wasting time or snooping around the home.
Smoking should not be allowed on the way to a job or anytime during a job. The odor is unacceptable to non smokers. It’s on clothing, in the vehicles and can be smelled with every breath taken by the smoker and it can even make its way to products that you are providing. The faint scent of cigarettes can turn the client’s stomach and create a negative image of the employee and the company.
Clean up & Packing Up
Everything has to be cleaned up every day no matter what state the client’s home is in. If you install a TV you should clean up after it the moment you are done mounting it. Do not leave piles of dust lying around all day. All wire & zip tie clippings, all boxes and label backings should be cleaned up and removed from the client’s property at the end of each day. When your client sees the pile of dust and wire clippings they immediately assume you’re going to leave it there. If you forget to go back to the TV that you installed you might forget it so try and clean up as you go to avoid this.
All boxes, tools & parts that are being left on sight should be organized and put away at the end of each work day. Nothing should be left around the house. You want the client thinking “these guys are neat” when they are looking at your stuff at night after you have left. It’s also a good way to keep your tools & parts from walking out the door. Would be thieves are less likely to take a chance of getting caught raiding your whole stash than they would be to sneak a lone TV out the back door.
If you moved a piece of furniture away from a wall to install keystone jacks be sure to put it back even if you have to move it again the next day. That is someone’s bed or night table and it may be getting used when you are not there.
The Benefits & Results
Anyone who doesn’t already practice these methods will be amazed at how quickly the customer perceives you as “different” than the other workers they deal with. There’s not a job that goes by where I don’t get thanked for the care I show in the home. Often the customer comments that we are the only ones that respected their home and wore booties. Another huge benefit of this approach is that when something gets broken, or someone treads mud all over the brand new carpet, we’re the last ones to be suspected. I recall one project I was on where the customer was irate that someone had just gotten mud all over the brand new floors. We were the only workers in the house that weren’t questioned because they owner said “they would never do that, they always wear booties”.
EDIT : Additions.
I would like to add an “Unpacking Section ” to your procedures list. We always remove boxes to the Garage or outside of the house because your work area can get very cluttered with TV boxes, amp boxes etc. I find that if the boxes are removed before the techs install the equipment it keeps their minds clear and free from TAD ( Tech Attention Deficit)….at least for the install….lol
Great tip! Perfect fit for the article! Its nice to do the dirty work out of sight out of mind and keeping the work area less cluttered is always a good thing.
I make it a rule to only accept water from a client when asked, “can I get you anything?”. And even though the client might say, “help yourself to anything”, they are just being polite and most likely don’t mean it.
I don’t want them holding something over me in the end based on how well they took care of us.
I normally say “no thanks” when offered anything. I know some people try to nice you to death and they say “are you sure? you don’t want anything?” That is when i explain that i make a point to plan meals before and after projects so i don’t have to stop in the middle of the day for lunch. They usually like to hear this and stop trying to give me things :).
You and i talked about this before after the client told us to just “come on over and make yourselves at home”. I think that client actually meant it though :).
The booty boots are an incredible find. One of my pet peeves with typical shoe covers is when wet shoes are going into them. I normally opt for shoes off but when its raining and you have a bunch of guys tracking in water your socks get wet.
I don’t even except water from the client. I prefer not to use their bathroom unless we absolutely have to. Every job I go to for a consultation I scope out the closest
fast-food restaurant and plan accordingly in the cost. I remember this from when I was growing up and we had workers in my home and when ever one would “go” my mom would be irate that it stunk the house up.
We do the same thing. Coffee shop in the morning, restaurant at lunch. If you absolutely have to use the clients bathroom ask which one they would like you to use. Its usually a guest house, pool house, basement bath. I have seen morons at job sites using the clients brand new master bath.
The other thing I’d add to Stamps list is some type of jumper suit for attics and crawls spaces.
I have a pair of Dickie’s coveralls, but have started to use disposable tyvek jump suits because it’s easier just to throw them away after a job (it seemed like the Dickie’s didn’t make it into the wash often enough).
The ones I use are only $3-4 each and have elastic around the arms and legs and a hood to keep your head clean.
Use them like booties… pull one on when you go into the attic or under the house and then slip it back off so you don’t transfer dirt or insulation back in the house.
They also keep your clothes clean so you stay professional looking throughout the day and keep the itchy insulation off!
I saw the photo of the tyvek suit here a couple weeks ago. We have an ‘attic kit’ with headlamp, gloves, goggles, mask, knee pads. I keep them separate in their own case so we know what gear has insulation allover it. I will be adding the tyvek suits now.