In my 35+ years as a professional in the field of plaster repair and renovation, I have dealt successfully with thousands of clients. So what are the ingredients for a successful relationship with a prospective client?
You would think these are self evident, and they may well be to some, but I have seen contractors who act pretty clueless at times.
My first observation has to do with respect. As the professional service provider, you need to treat your client with basic courtesy. That means a pleasant demeanor, and a focus on the needs of the person in front of you. It means listening carefully to him or her to see what they want to achieve with your help.
If you are to provide a SERVICE, then you must indeed provide it. (It's not just about you and your hope for big bucks.) Help the person outline the scope of the project in the light of his expectations, and make clear to him just exactly what you can do.
Sometimes the client isn't altogether sure on what he really wants, or even what is possible, and he wants to hear from you what you think.
Be completely honest about what you can or cannot do. Give professional advice regarding the best way to proceed, even if it may mean less money in your pocket.
If the prospective client recognizes your sincerity, he will be able to trust you more easily. I have had clients who contacted me based on the recommendatation of someone else, and they still needed to get to know me a bit before they would lower their guard and give me their full trust.
That's okay. Everyone knows someone who has a horror story about being mistreated by an unscrupulous contractor. So you may have to do a little one-on-one "PR" with the individual in front of you.
The majority of my jobs involve a verbal agreement with the client. While a written contract is usually a good thing, most of my customers do not require it. A handshake is enough.
Now, I live in a small city, where people may be more trusting and open than may be the case is a large metropolitan area. In a larger setting, I would have to be more "professional". Written contracts, always.
Which brings up a cardinal rule: ALWAYS keep your word. And, it is also really important to be punctual in your appointments. If someone can't even be counted on to come when he has agreed, what does that say to the potential customer?
Working for so many customers over the years, I have developed relationships with lots of people, and the major perk is to know and be known.
I once went to see a customer to look over the job and give a verbal estimate. They said yes right away. I showed up a day or two later to start work. A little boy in the family, whom I had not seen on my first visit, came up to me, took one look at my plastered pants, and said, "WHO are YOU?"
I saw an opportunity for a little fun, so I asked him if he had ever heard of "Pac Man" (this was quite a few years ago, obviously). He said yes. I asked him if he had ever heard of Superman. Yes, he said. How about Spiderman? Yes.
"Well," I said, "I'm PLASTERMAN!" His eyes got big, and he followed me around for a while to see just what PlasterMan was up to.
Two or three years later, I was walking downtown - in my mud spattered clothes - and I passed a woman holding a little boy by the hand. I did not pay any particular attention as I passed, until I heard the little boy say - "Mom, Mom. Look. There's PLASTERMAN!"
I considered it one of the finest compliments I ever received.
