I’ve recently had a lot of work done by my dentists. While the quality of the work itself was excellent, the communication throughout the process was lacking, and it left me feeling stressed and uncertain. I wasn’t kept informed about key details, and promises of call backs were rarely fulfilled. These lack of follow-ups made an otherwise positive experience feel frustrating. It got me thinking about how crucial clear communication is, especially in the trades industry. As customers, we naturally crave updates and clarity, we need to know where we’re going in an agreed timeframe. This is particularly true when you’re in an unknown situation, such as hiring a tradesperson. When customers aren’t sure what’s going on, it can taint their overall experience, no matter how good the work itself might be.
In the fast-paced world of trades, it’s easy to get caught up in the moment, focusing on the job in hand, providing quotes, and reacting to customer requests. But one of the simplest ways to stand out is by always following up when you say you will. Whether it’s calling a customer back with key information, providing an update on a quote, or arranging the next step of a project, following up shows that you value your customers and take your commitments seriously.
In this article, we’ll discuss why following up on promises is essential, how it impacts your reputation, and provide practical tips to ensure you always stay on top of your customer follow-ups.
Why Following Up Matters
It Builds Trust and Confidence
When you tell a customer you’ll call them back or send over some key information, they’re relying on your word. Following through on these promises is crucial for building trust. Whether it’s a quick callback to confirm a part order or a follow-up on a quote, customers need to know that they can count on you to keep your commitments.
Tradespeople who make promises and fail to follow up can lose credibility, leading customers to question your reliability. A simple missed callback could result in losing future jobs or damaging your reputation.
It Shows Professionalism and Attention to Detail
The small things matter in business, and nothing shows professionalism like delivering on your promises. Customers appreciate tradespeople who not only complete the job to a high standard but also communicate effectively. Whether you’ve promised to check the availability of a specific material or said you’d confirm the next project stage, timely follow-ups demonstrate that you’re organised and dependable.
It Prevents Miscommunication and Delays
Failing to follow up can lead to misunderstandings or project delays. Customers might be left wondering whether you’ve ordered parts, confirmed a delivery, or made progress on a project, their minds will work overtime and create a huge problem that doesn’t exist. By staying on top of your follow-ups, you ensure that everyone stays on the same page, avoiding confusion and keeping the project running smoothly.
It Enhances Customer Satisfaction
A customer who feels well-informed is more likely to be satisfied with your service. By following up when you say you will, you show that you care about keeping them in the loop, which leads to better relationships and a higher likelihood of repeat business or referrals. Satisfied customers are also more likely to leave positive reviews, further boosting your business.
Hints and Tips to Stay on Top of Follow-Ups
We all know really why following up with customers is so important—it helps build trust and keeps your business ticking over. But, with long days and so much on your plate, it’s easy for those promised callbacks or updates to slip through the cracks. So, here are some practical ways to make sure you stay on top of it and keep your customers happy without adding more stress to your day.
Use a Task Management System
Staying organised is key to ensuring you follow up when needed. A task management system, doesn’t have to be complicated and can help you stay on top of your commitments.
For each customer interaction, create a task with a clear deadline for your follow-up. This could be something like “Call Janet to follow up on the boiler replacement quote by Wednesday.” Having these tasks recorded helps you avoid missing important deadlines.
I personally use the free version of Trello (available on both desktop and as a mobile app) and it’s been a game changer for keeping me organised. Since I’m often juggling multiple projects at once, I create a card for each project, set reminders and due dates, and even upload documents related to the project. It also lets me add notes so I can keep track of important details. Honestly, if I didn’t have Trello, I’d struggle to keep everything in order!
Other similar tools include Todolist, which I haven’t used personally but looks pretty straightforward, and if you’re using Microsoft Office 365, their To-Do app is another simple option to consider.
Set Reminders on Your Phone or Calendar
If you prefer an even simpler method, setting reminders on your phone or using a digital calendar can work just as well. As soon as you tell a customer you’ll call them back or send over information, put it in your phone or calendar with a reminder. This way, you’ll get a notification at the right time to prompt you to take action.
For tradespeople with busy schedules, this can be a lifesaver, ensuring that no promises slip through the cracks.
Don’t Overpromise – Be Realistic
One of the biggest mistakes we all make is overpromising. It’s tempting to say “I’ll call you back in an hour” to keep the customer happy in the moment, but if you know you’ll be tied up on a job all day, that promise can easily be broken. Instead, be realistic about when you can follow up, and give yourself enough time to handle the request properly.
For example, instead of saying, “I’ll call you later today,” say, “I’ll get back to you tomorrow morning with an update.” This not only gives you breathing room and sets a more realistic expectation with the customer.
Automate Where You Can
For busy tradespeople, automation can be a huge help. A good email system can easily be set up with automated follow-up emails or reminders. For instance, if you’ve sent a quote and haven’t heard back, you can automate a follow-up email to be sent three days later.
This reduces the need for manual tracking and helps ensure you stay in touch with customers, even if you’re handling multiple jobs at once.
Communicate Proactively
If, for any reason you’re unable to follow up as promised (for example, if a part is delayed or a decision is taking longer than expected), communicate this with the customer before they need to chase you. A quick message like, “Hi Tony, I’m still waiting on confirmation from the supplier, but I’ll have an update for you by tomorrow afternoon” can go a long way.
Proactive communication helps manage customer expectations and shows that you’re still on top of the situation, even if things aren’t going as planned.
Delegate When Necessary
If your business is growing and you’re managing many jobs at once, it might be worth delegating follow-ups to someone in your team. Whether it’s an office assistant or another tradesperson, delegating the responsibility of staying in touch with customers can help ensure that nothing gets missed.
If it’s just you, and you don’t have the luxury of a “team”, then there are still options. Consider a pay as you go call answering or PA service, or if you have older children or other family members that you can pull in when required, and reward them with a nice dinner or extra pocked money!
Create Follow-Up Templates
For those tasks that require multiple follow-ups (such as providing quotes, arranging dates for the next phase of work, or confirming part orders), having email or message templates saved can save time. A template for following up could include basic information that you can quickly personalise.
For example: “Hi [Customer Name], just following up as promised to provide an update on [specific request]. We’re still on track for [insert details], and I’ll be in touch with more info soon. Thanks for your patience.”
Having these templates ready to go ensures you can stay consistent and efficient with your communications.
The Long-Term Benefits of Consistent Follow-Ups
Consistently following up when you say you will sets you apart from the competition. In a field where reliability and professionalism are everything, staying on top of customer communications builds your reputation and leads to stronger relationships.
Customers are far more likely to refer you to friends and family or hire you for future projects if they know they can count on you to keep your promises. In a world where the few tradespeople that don’t returning calls or providing updates, cause a problem for all, being on top of your customer communication can significantly grow your business and it’s reputation.
Final Thoughts
Following up with customers when you say you will is one of the easiest ways to demonstrate professionalism and build trust. By staying organised, being realistic with your promises, and using tools to help you manage your follow-ups, you’ll ensure that no customer feels forgotten or neglected (we all just want to feel loved, after all!). In the long run, this level of attentiveness will boost your business, improve customer satisfaction, and help you build a solid reputation in your trade.
If you haven’t already, start implementing some of these tips to keep on top of your follow-ups—and watch your business thrive!
If you’re looking for more ways to boost your business, why not consider joining League of Trades? It’s a great platform to connect with new customers, showcase your skills, and grow your reputation within the industry. Join today and take your trade to the next level!
