Finish the job and complete the project to wow your customer.
The trouble is that jobs often drag on, and change shape without having a sense of completion. In fact your customers may not really know whether you have done a good job or not, but they will certainly be able to tell if the project is not completed.
I was reminded of this recently as I discovered a leak in a radiator and needed to call a plumber urgently.
My normal plumber did not reply, so I called another who had been recommended as good value and reliable. He came promptly, and all seemed to be well, and I was thinking that I could use this new plumber in future as he is much more local. The carpets were getting soaked, and water was pouring down walls so I didn’t get comparison quotes – I needed quick action.
After the new radiator was installed, and the plumber had gone I glanced outside and noticed the old radiator propped up against a wall. Now I may not be an expert on plumbing but I certainly know customer service when I see it.
I expected the old radiator to have been taken away. It is extremely heavy, and I have no way of disposing of it at all. So I had to phone the plumber up and ask him to take it away. He did so, but without an apology and rather grudgingly.
Dirty old radiator not taken away at the end of the job
I have no reason to believe the plumbing is not first class, but I am not capable of judging it fully. The leak has stopped. However I can judge customer service, and in my opinion it fell short of what I expected. So he did not wow me. The next day my original plumber returned my call as he had been away on holiday and apologised. Next time he will – yet again – be my first phone call.
Even if we are not plumbers we still have radiator-removal in our business, so we finish the job cleanly.
The final parts of a project are in many ways even more important than the beginning. Where things have gone wrong it is a chance to get back on track, and where they have gone right you can look back together knowing the work has been completed well.
The final assessment, or even a thank you helps to cleanly finish one scope of work, and tidy up. It brings a sense of completeness and helps you to look good in your customer’s eyes. Doing it really well brings that wow factor which is the best marketing in the world.
Mmm perhaps I’ll retrain as a plumber!