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What kind of inventory should I keep on the trucks?
Aside from the commonly used parts and tools, it’s also a good idea to keep items on the truck that you can upsell to customers. Depending on the type of business you have, examples may include USB outlets, LED lightbulbs, smoke detectors, filters, and surge protectors. If your guys are diligent, you can do a lot of business just in upselling—but only if the items are on your truck.
Should I wrap the truck?
Yes! Marketing is a key to the success of your business. As your guys drive around town, local homeowners will see the name of your business. Every business owners knows: The more exposure, the better.
How important is it to keep the trucks clean?
It might not seem important, but it is. What kind of image will the homeowner get if you pull up in a grungy truck with a dashboard full of junk? When the homeowner sees that you don’t take care of your own property, they will have no confidence that you’ll take care of their home. Keep the trucks neat, washed, and ready to make a great first impression.
What are some other ways I can instill confidence in the homeowner?
One of the easiest is by treating their home the way you’d want workers to treat your home. Simple things like wearing booties, never leaving a mess, and asking before moving things, for example, “Do you mind if I move this table?” shows the customers that you respect their home and respect them as a customer.
Do you have any tips for getting customers to provide testimonials and referrals?
Just ask! This is part of the reason that follow-up calls are so important. When you call the customer after the job is done, it shows them that you care about their satisfaction and it gives you a chance to get some feedback about your employees. It’s also the perfect chance to ask happy customers for referrals and testimonials.
My website isn’t that great. Is it worth it to invest money in a better website?
Absolutely! A great website isn’t just about good looks. While an eye-catching website is important, you also need proper SEO so that potential customers can find you. Showing up on the first page of Google doesn’t happen by accident, so investing in a professional website is a smart investment in your business.
How do I know it’s time to hire additional employees?
This may vary depending on the type of business, but my rule of thumb is that when my guys have been running overtime for two or three months, I know it’s time to do some hiring. If you have a COO or a numbers person on your team, they will able to tell you when it makes financial sense to hire. You don’t want to be overstaffed or understaffed—a good numbers person will be able to help you find the right balance.
What should I look for in a new hire?
Attitude is the most important thing. If you find someone with a good attitude, you can train them to do the job. On the flip side, you can hire someone with decades of experience, but you can’t train the bad attitude out of them.
How should I deal with a problem employee?
That depends on what you mean by “problem employee.” I’m usually willing to work with an employee and give them a second chance, but I have a few non-negotiables. The main ones are stealing and lying. We’re going in and out of people’s homes all day, so I need to trust my employees. Just the other day, a customer called saying the workers had stolen her purse. I looked at which employee was on that job, and I knew there was no way he would steal. I was able to tell her, with confidence, that my guys didn’t take her purse. I wouldn’t have been able to do that if I didn’t trust my employees. She called back a few hours later saying she’d found her purse.
What is a good method for handling supplies?
I don’t like to let my guys go to supply houses, and this is why: When you’re on a job, it’s important not to leave until the job is done. If the guys leave, it gives the homeowner a chance to call around and, possibly, find another provider to do the job. Instead, when my guys need something, I have them call the office and then I have someone Uber or drive the parts over to them. Even if it’s 2, 3, or 4 in the afternoon, it’s important not to leave until the job is done.
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