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Top Tips For Dealing With Customer Complaints

Posted on by Nova Blogger

 

In business having a customer complaint is a common experience, because you can’t please everybody all the time. Regardless of how hard you try, there will be mistakes or you may be faced with a customer who just likes to complain. Depending on how it is managed every customer complaint can end in one of two ways, you will either get an angry customer, or a happy customer. The aim is to minimise the number of complaints and to ensure that the same complaint does not keep happening repeatedly.

What is important is that companies acknowledge these complaints and make sure they are dealt with in a timely and effective manner. Failing to do so may result in a bad reputation for the business, as it shows the customer you don’t care. All businesses must place customer satisfaction first and develop a system for handling customer complaints, in order for long term success.

It is a good idea to set up an in house complaints procedure that can be quickly implemented anytime a complaint is received, and the staff dealing with customers should be properly trained. Make sure that proper records are kept of all customer complaints and their final solutions. Also, with social media becoming increasingly important for unhappy customers to voice their dissatisfaction, it is a good idea to monitor your social channels regularly so you can intervene quickly. Here are some useful tips for dealing with unhappy customers.

Handling The Complaint In A Neutral Way

The first step is to take the complaint in a neutral way. When people complain they are often emotionally charged up, so it is important to let them voice their complaint without responding emotionally. You must remain calm at all times even if the customer becomes angry. You may have a had a similar complaint before, but to the customer it is unique to them, so pay attention to them and listen to their problem in full. Try to place yourself in their shoes and empathise rather than becoming defensive. If the customer is blaming a particular member of staff, get them away from the customer, because it will be easier for the customer to calm down if they aren’t present. Make sure the appropriate staff member handles the complaint because customers hate being passed around from person to person.

Giving An Apology

The next step is to apologise. Once the customer has aired their complaint, you must give them a sincere apology regardless of your opinion on the matter, with no excuses. Let them know you understand what has happened and ask them what outcome they are seeking. Try to keep them informed as you tackle the issue, so they don’t feel ignored. All complaints regardless of how small, should be dealt with quickly as possible so the customer feels that they are a priority.

Resolving The Problem

The final step is to resolve the problem, this can come in many forms ranging from refunds to compensation. After resolving the issue it is a good idea to contact the customer at a later date to see if they were happy with the outcome.

Sometimes it is not possible to avoid customer complaints, but it is possible to prevent a disgruntled customer from spreading negative comments about your business, by handling the complaint properly.

By taking care of complaints effectively you can improve your company reputation while at the same time retaining your customers. Customers will know that if anything goes wrong with their order, you will take care of it. This will make your business stand out as a customer friendly one, which may in turn lead to referrals from happy customers.

For a business, complaints can provide a great opportunity to learn more about your customer, and to use that information to improve their customer experience. You also have the chance to turn the complaining customer into a loyal customer. Dealing with customer complaints can be challenging, and there will be times that nothing can be done to satisfy an unhappy customer.

 

 

How To Hire Your First Member Of Staff

Posted on by Nova Blogger

 

Hiring your first employee should be exciting, because it means your idea is succeeding. The additional staff will allow your business to cope with increase in workload as it grows. However it is important that you only take on employees once your business has the cash-flow to support the additional expense or it might cause financial problems for the business. The hiring process must be done carefully in order to make sure you are comply with the legal responsibilities that come with taking on staff.

Once you have decided that you are ready to take on staff, then there are a series of questions that need to be answered before you can begin the process. You need to identify ahead what type of person you are looking for both in-terms of skills, experience and personality, so you hire someone that fits your businesses culture and values.

Decide how much can you afford to pay them, they must be paid at least the national minimum wage. Next you have to decide whether you are going to hire a full time, part time or contract staff. Each has their pluses and minuses, but the decision will ultimately depend on your business plan.

Recruitment Agency, or Do-It-Yourself:

To find the your first employee, you have the choice between using a recruitment agency, which you will have to pay for, or doing it yourself. As it is your first employee it can be a good idea to use an agency because they have experience with all the legal and financial aspects of finding and employing staff.

If however you can’t afford an agency and you have to do it yourself there are a few things you can do. First you need to create an attractive job advert, then you can use a combination of social media, the job centre and free job boards to get the word out.

Background Checks & Contracts:

Next comes the process of going through all the applications in order to find candidates to call for interviews. Make sure they can legally work in the UK, and be sure to get references. Also conduct any other background checks that may be necessary such as DBS (The Disclosure and Barring Service).

After selecting the right person for the job, there are a few other things that need to be done before they can start. You need to give your employee a written statement of employment and an employment contract detailing things such as their responsibilities, salary and holiday entitlements.

You can hire a lawyer to draw up the employment contract and the statement of employment.

Protecting Your Business & Staff:

It’s then time to sign up for employers liability insurance to protect your staff from injury or illness, and to protect your business from any employee claims. Register with HMRC as an employer and enrol your new member of staff into a workplace pension scheme. As an employer you must also comply with all the necessary health and safety regulations so that the working environment is safe.

Payroll:

Once the hiring process is done and your new team member has begun, then it is a good idea to hire a bookkeeper or accountant to handle your payroll duties. They will ensure that all the paper work is completed in the proper way and on time.

Training & Skill development:

Now your new member of staff is can start work. It is important to keep staff happy as they are your most important asset, make sure the working atmosphere is happy and stress free. Invest in continued training and skill development, and be sure to include regular performance assessments as well as reviews of salary and employment terms.

Strive to have the best employee/employer relationship you can, with trust and plenty of open dialogue. Treat your staff with respect, make them feel a valued part of a team and they will reward you with loyalty and productivity.

 

 

Improving Your Chances Of Success As A Tradesman

Posted on by Nova Blogger

 

You can become a more successful tradesman by improving your interpersonal skills, professional skills, and your business skills. This will allow you to compete more effectively in your chosen market.

Building Trust

When it comes to interpersonal skills, learning how to build trust with your customers is important. Trust is key for your success as a tradesman, it means that your customers will listen to you and take your advice, plus they are more likely to recommend you to their friends and family. Building trust comes from you being reliable and punctual and doing quality work on a consistent basis. Talk to your customers, and get to know them as people. People are more likely to buy services from someone they know and trust.

Skills

Then focus on improving your professional skills as a tradesman. To do so, make sure you get all the necessary qualifications required to perform your trade. Then keep updating your qualifications by going on regular courses. Try to gain work experience in areas that you are newly qualified in, so that you get plenty of practice before doing it alone.

As a tradesman you are running your own business, so if you are looking to become more successful you should start mastering the core business skills that all business owners need. They are accounting, marketing, and administration. Start by dividing your business into these three areas, and then focus on specific things to do in each area that when combined, will improve your overall chances of success.

Accounting

The first business skill to begin with is accounting. It is important to have an understanding of finance and how to use capital in the most effective way. If you have not already done so, it is a good idea to write a business plan, so you can get an overview of your business and its financial landscape. You should also learn about bookkeeping and budgeting to give you a better understanding of how cash flows in to and out of your business, so you become aware of your main sources of income and your major expenses. This knowledge will come in handy when it comes to cutting unnecessary expenses.

Marketing

Next comes marketing. You need a clever marketing strategy that involves both online and offline marketing tactics to increase your brands awareness. The best place to start here is by gaining a better understanding of your existing customers. Keep track of how you acquire new customers so as to understand where your customers are coming from, that way you can focus more of your marketing efforts there.

Partnerships

To increase your potential customer base, consider forming partnerships with other tradesmen in a separate niche so you can both have access to each others customers. Join as many relevant professional organisations as you can and advertise your membership on all your stationery and marketing material so as to improve the professional image of your business.

Administration

Last but not least comes administration. You have to efficiently manage the day to day operation of your business. That means you must have systems in place that deal with everything form taking appointments to sending out client invoices. Technology can be very helpful here – there are plenty of business software suites and apps, both online and offline, available to automate the majority of your administrative tasks. The key is to stay on top of things so your business can run smoothly while you are on site.

In summary, increasing your chances of success as a tradesman comes down to improving upon a variety of skills. With a bit of planning and effort these skills can easily be learnt and put into practice, so as to give your business an advantage in your niche.

 

 

 

Four Steps To Launch Your Own Landscaping Business

Posted on by Nova Blogger

In today’s busy world, there will always be homeowners and companies who don’t have the time or expertise to manage their landscapes. Currently the UK landscaping industry employs about 60,000 people with an annual turnover of around £3 billion and it is growing, so starting your own landscaping business can be a rewarding journey. There are a few ways into the industry, you can buy an existing business with clients, or you can buy a franchise of an established brand name, or you can set your own up. With so many potential services to offer from basic garden maintenance to advance landscape design, it should be possible to find a niche.

Here are four quick steps to help you launch your own landscaping business.

  • Do Some Research: 

You need to get to know the landscaping industry in order to find out if any opportunities exist. So it is advisable to spend some time carrying out research both online and offline. You can use the internet to find out about current trends in the horticultural and landscaping industry. Do a detailed analysis of the various market segments and the types of landscaping services that can be offered. Then you want to carry out some offline market research to determine your potential target area, what is available in your target area, what is lacking, and whether there is a need for the service you plan to offer.

It’s then time to write a business plan. This will help check the viability of your idea, focus your research efforts, and later it can serve as a working document for your business. It will allow you to define your target customer, which will make your marketing campaign more effective. Writing a business plan will also help you to define your goals, so you are clear as to where you want the business to go. Once that is done, then its time to move on to step 2.

  • Get Some Funds:

All new ventures require some for of start-up capital. You would have an idea from your business plan how much this is. Now you have to decide whether or not you are going to raise the capital yourself or borrow it. If you decide to raise it yourself, you may want to start saving monthly towards it or getting extra work to pay for it. However if you decide it is best to borrow it, then once your business plan is finalised, it would be a good idea to contact your local business start-up agency to find out what type of finance is available and how to apply. Then it is on to step 3.

  • Prepare For Launch:

Once you have the money, it is time to choose a business structure and name, then start the launch process. A great way to stay organised during this time is to put together a start-up checklist that includes all the necessary steps you must take, then tick them off as you complete each step. Brush up on skills and qualifications, and join any relevant trade organisations to get industry contacts. Make sure you get the necessary insurance, permits and licenses as well as health and safety certificates, that you need to operate legally.

You need to decide whether it is best to buy or lease equipment. It might be a good idea to lease equipment to being with, and then buy when business picks up. Choose equipment that will help you get work done quicker and better, for example, investing in professional property measuring equipment so you can offer personalised price quotes to potential customers. Go for low maintenance equipment as this will save you money later, you can ask other established landscapers for their recommendations on specific brands.

Have a website / blog made to showcase your work and for online booking and enquiries. At the same time get your business logo, business cards and promotional items made so they can be to be given out to potential customers. Advertise in online directories and use social media channels to engage with potential customers in your area, and don’t forget to set up an email marketing system so you can inform customers of any promotional offers.

Then its on to step 4, the final step.

  • Launch:

It is time to open for business. Spread the word, and shift your focus to the day to day running of a business. This includes all the necessary admin, accounting and marketing tasks. Try to brush up on basic accounting skills for doing your bookkeeping, and inter-personal skills to help you communicate better with potential and existing customers. Finally, make sure you define the scope of intended work and set up contracts to include agreed work and payment terms for each job.

Strategies To Grow Your Window Cleaning Business

Posted on by Nova Blogger

For many successful businesses the decision to grow is one that they will face at some point. Having proved that your idea works, you now have to decide if it is time to do more of what’s working or not. There are many reason to grow a business, these range from the desire to increase profits to the desire to sell the business at a later stage. How you actually go about the process will depend on your reason. Here are a few well established strategies for growing your existing window cleaning business.

 

  1. Make use of existing customers

There are 2 ways to do this. The first is by asking your current customers for referrals in return for a discount. There is nothing better than word of mouth advertising, it is a great way to increase your client base without much effort or cost.

The second is by offering improved and new services to your existing customers. Ask existing customers for feedback on how you could provide a better service for them, and then by making use of technology or better equipment you could make the required changes. You could try changing your pricing structure, to persuade one-off users to become repeat users of your service, by offering them some form of bundle discount. Also you could contact former customers who have not used your service for a while and try to get back.

 

  1. Get new customers

Although this may require some expenditure, finding new customers is another tried and tested strategy for growing a business. There are many options when it comes to finding new clients, but it is wise to start with the lowest risk strategies. For example if your primary customer base consists of just private clients, then you may decide to target the corporate market by approaching a few companies in your area to offer them your services. Then there is the option of partnering with another business in a related field, for example partnering with gardeners or painters. This will be mutually beneficial as you can have access to each others customer bases, and you can offer them your services.

You could also use the internet to find new customers and it won’t cost you much to advertise and promote your window cleaning business. If you don’t already have one, then put up a website to showcase your business and the services you offer. Then get your business and website listed in the relevant trade directories in your area. You need to join the various social networks and forums so as to interact with your potential audience.

 

  1. Develop a product

One way to grow your business is to develop a product that solves a problem or fills a need for your market. It requires plenty of market research to define a niche and produce a product development plan. Nowadays, the manufacturing of these products can be outsourced to contract manufacturers, so you don’t need your own production unit. This makes it easy to go from idea to product in a short period of time.

Another alternative is to become an affiliate or distributor for someone else’s product. You would sell their product for a commission, and they fulfil and dispatch the order from their warehouses. This means you wont need to buy any inventory or store any goods, and so involves less risk than making your own product.

 

Growing a window cleaning business can be a very rewarding process, higher profits and a larger market share are often the result. However to be successful, it requires a combination of timing, funding and plenty of planning. It is important that the growth is well managed, so that it does not reduce the profit margins and increase risk for your existing business.

A Look At The Skills And Training Needed To Becoming A Qualified Plumber

Posted on by Nova Blogger

 

In order to become a plumber you need certain personal skills combined with professional academic and practical training. To begin with you should have good problem solving and good customer service skills. It is important to have a working knowledge of English and Maths as there are plenty of calculations involved. Plumbers usually work regular hours such as 9am – 5pm, Monday to Friday, however some may decide to do overtime or on-calls if they are available.

There are 2 routes to getting a nationally recognised qualification as a plumber, and they are to study or to find an apprenticeship.

 

Study:

a. Level 2 NVQ Diploma in Plumbing and Heating –

For those that decide on studying, if you are new to the construction industry you can start by taking the level 2 NVQ award in Plumbing and heating. During your study you will cover a range of knowledge and skills across areas including domestic hot and cold water systems, central heating systems, sanitation systems, environmental technologies and matters of gas safety. This course lasts 18 months and includes mandatory work experience

b. Level 3 NVQ Diploma in Domestic Plumbing and Heating –

Level 3 is ideal if you are working within the plumbing and heating trade and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring that work meets the required standard. The level 3 Diploma has a range of options including hot and cold water systems, drainage, solar heating, oil and gas fired appliances and also water and recycling systems. It also covers the ACS safety assessment requirements . These are needed in order to register with the Gas Safe Register, which greatly improves your chances of getting more specialised jobs.

 

Apprenticeship:

An apprenticeship can also be a good route to take to becoming a qualified plumber. They provide the right balance between theory and practical work based experience. They involve both study and 30 – 37.5 hours a weeks work for 2 years. You usually spend one day learning in college four days working applying what you have learnt, in the end leading to either a level 2 or 3 NVQ qualification.

a. Intermediate Plumbing and Heating Apprenticeships –

This involves installing and maintaining domestic heating and plumbing systems.

b. Advanced Plumbing and Heating Apprenticeships –

This involves electrical work on domestic plumbing and heating systems and their components.

 

Newly qualified plumbers can expect to earn £18k on average with a Level 3 NVQ qualification. Then £25k per year on average after 5 years work experience. For those that are self employed they can expect to earn on average £30k per year. Having become a qualified plumber you can also progress into a variety of roles within the domestic plumbing and heating industry. These include: ventilation and heating engineer, specialized plumbing or heating engineer, and project development manager.

Working in the plumbing industry has its many rewards, however there are no short cuts to becoming a qualified plumber. It takes between 3 to 5 years of practical work and academic study. It is important to have a good understanding regulations as well as the practical skills to tackle potential jobs in order to be qualified as a plumber.

 

 

 

Creative Ways To Market Your Services As A Tradesman

Posted on by Nova Blogger

 

Once you have the necessary qualifications and experience to become a self employed tradesman, the next step is to get the word out. OK that said, here are some strategies that should give you maximum bang for your money.

 

Traditional Marketing Strategies

  1. Promotional Materials:

    Even though this strategy is not new, it can still be used as part of a portfolio of strategies. You can have branded stationary such as business cards, pens, or notepads, printed and handed out to prospective customers by hand. Combined with this you can have leaflets printed to be distributed by direct mail.

    Another tried and tested method is that of taking out adverts in local newspapers, local directories or listings. This will also allow you to target a particular catchment area at a time.

  1. Joint Ventures:

    Teaming up with other trades people that offer complimentary but different services can be mutually beneficial. It will allow you to access their customer base, providing them services that they can’t get from their existing trades person. In turn they will have access to your customer base. This way you don’t compete with each other, instead you cooperate to offer a wider range of trades services which will benefit both your customer bases.

  1. Word of Mouth:

    It is often said that the best form of advertising is word of mouth. With this in mind you can make use of your existing customer base to get referrals from them. This can be done by offering them either a discount or a small gift for recommending you to their friends or family.

 

Online Marketing Strategies

  1. Website:

    Currently most people look for products or services using the internet. So it is essential that you have a website that showcases your business and the services it offers. It does not have to an expensive custom designed site, it can be a simple do it yourself one. The main thing is to have an internet presence that is informative and well maintained. This will give prospective customers a feel for the sort of work you do. If you have the time you could add a blog that gives them relevant tips and news about your industry.

  1. Social Media:

    Having a presence on social media sites is also a must. You can do this by joining the likes of Twitter, Facebook, LinkedIn, and YouTube. These sites will allow you to get your business noticed by large numbers of people. By providing regular content that you either create yourself, or have created on your behalf, you can engage potential and existing customers and in so doing create a community around your brand. It is this ability to communicate directly with your target market that makes social media so powerful for businesses.

 

Marketing yourself as a tradesman doesn’t have to be challenging. You can do this by combining traditional marketing techniques with new online marketing techniques, and it need not cost a lot. The key is to choose a few strategies and apply them consistently.

 

 

Suggestions For Landscapers And Gardeners to Keep Busy During The Winter Months

Posted on by Nova Blogger

There are few things that can be as challenging to a landscaper or gardener as the winter months. Work is totally dependent on the weather conditions, and there is also the problem of less day light hours within which to work. However even with these limitations, many gardeners and landscapers are still able to run their business successfully during the winter season.

Here are some useful tips for getting through the winter months.

 

Suggest Potential Work to Existing Customers:

There are still plenty of jobs that can and should be done during the winter months, so it is worth identifying winter tasks and discussing these with your clients during the summer months. The winter is a great time to tackle well stocked gardens that are overgrown. Trees, shrubs and hedges can be pruned as the frozen ground can make it easier to get equipment to the trees without destroying the turf.

You can offer to remove garden waste, and carry out structural work such as repairing / put up fencing or laying patios. If the weather is really bad then you could take up snow ploughing to clear drive ways and paths. Lawns still need to be mowed so the grass doesn’t get too long as it may cause snow mould when there is heavy snowfall.

This is a great time to test the soil and repair any lawn that has been worn out during the summer months. Fallen leaves need to be cleared to reduce disease and moss growth. Trees and shrubs in particular fruit trees are best pruned when they are dormant to remove any dead material. Also vulnerable plants will need to be protected or moved into a green house so as to avoid the heavy frosts.

Brush Up on Skills:

This can be a great time to update your qualifications. Taking courses will enable you to add new skills, which you may use in the summer months to get additional work. So look for specific courses that will compliment your existing skills and services, or courses that will open up new areas of opportunity and improve your knowledge base. It is also a great time to attend industry shows to keep up to date on the latest trends in your industry.

Take Time Off:

The winter season can also be the best time to take your annual holiday. You can use that time to rest or you can use that time to do your planning for the year ahead. This time can be spent on organising your business with tasks such as budgeting & bookkeeping, or updating your marketing documents and website. You can use the time to maintain any equipment that may have stopped working during the season. Supplies that are needed for the next season can be ordered so they will be with you in time for the next season.

Do Something Else:

There is also the option of getting involved in other parts of the horticultural industry, such as buying and selling Christmas trees, delivering logs for wood burners and fireplaces. If you are are good at making things, you could have a go at making garden ornaments or bird houses for sale online.

If none of these are suitable and you have other skills, then taking temporary work in a related field such as being a handyman may be the best solution.

 

So while it can be the most challenging time for gardeners and landscapers, the winter months can also provide opportunity for those who are prepared to be innovative and flexible.

 

 

 

 

Getting Started As a Self-Employed Tradesman

Posted on by Nova Blogger

There are many benefits to working as a self employed tradesman, such as the freedom to choose when you work, what type of work and who you work for. However going it alone also means you are totally responsible for your success.

Here are a few tips to get you up and running the right way.

Qualifications and Experience

In order to get work a a self employed tradesman, you have to have the right qualifications and work experience.

Taking an NVQ course will teach you the skills and give you the necessary qualification you need to begin your career. It is a good idea to take a range of courses in different trades, as this may improve your chances of getting work. Take regular training courses so a to keep your skill-set up to date. If there are any trades that you are qualified for but have no experience, then getting some work experience through temporary or contract work will fill that gap.

Another alternative to training is to seek out an apprenticeship. Here you get both a recognised qualification and the necessary work experience at the same time.

Setting Up as a Sole Trader

A good idea is to put together a realistic business plan that gives you an idea of how much you will need to start-up and how you will run your business going forward. It is important to factor in all your start-up costs, such as the essential equipment you need to start. Having the correct equipment is key to ensuring that work can be done to a professional level in a safe and efficient manner.

You must then set up a legal structure for your business. One of the easiest options is to become a sole trader, it is cheaper and involves less administration and you can start straight away. It is then time to contact HM Revenue & Customs to register as self employed.

Next comes the necessary permits and licenses. You should contact the relevant trade associations to find out what licenses and permits you need in order to comply with regulations. At this stage you will also need to get some tradesman insurance to cover your equipment and for public liability and accidents.

Marketing Your Services

Once you are set up legally, then the next thing to do is to get the word out. Most of your business will come from word of mouth referrals, but in order to get the ball rolling you will have to do some advertising.

Depending on your budget it would be wise to a combination of offline advertising and online advertising. For your offline advertising it would be better to put small adverts in your local papers and local shop windows, than advertising in national directories. There will be less competition and it will be cheaper and more effective to begin with.

For your online advertising you can post in local listing sites and directories, and use social media to spread the word. You can also set up free a web-page which showcases your services and skills as well as any photo’s of jobs you have done. Once your business takes off you can then look at having a professional website designed.

Managing Your Business

Once you have your first clients, then your attention should be on the day to day running of the business, and this will involve keeping records. You should have a routine set up that is a combination of basic bookkeeping and diary management.

You need to file all your receipts and payments slips as well as record any incoming and outgoing transactions on a daily basis. Staying on top of this will make it easier when it comes time to complete your yearly HMRC self-assessment. You could hire a bookkeeper or accountant to do this but they will charge for it.

Dairy management is important so as to beware your availability for new work and to avoid double booking on prior appointments. It also ensures you have a record of what was done and how long jobs are taking.

In summary, getting started as a self employed tradesman is just like starting any other business, in that it requires a bit of planning and preparation. However once you are up an running you can look forward to interesting and varied career.

4 Types of Customers Tradesmen Frequently Encounter

Posted on by Nova Blogger

As a tradesman you spend a lot of your time dealing with members of the public, which means that every now and again you will come across the odd character. If you’ve spent a long time in the trade industry you will have probably built up your people skills, however every now and again you’ll come across a customer you struggle with. So here we look at four of the most difficult types of customer and how you can deal with them: Continue reading “4 Types of Customers Tradesmen Frequently Encounter”

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