I have owned my handyman business for several years now, and one of the most discouraging things I’ve heard from customers (and I have witnessed myself) is the lack of professionalism by my colleagues.
What do I mean by that? Just a few examples that I’ve seen are examples of customers getting “ghosted.”
The appointment for the project has been set, and the handyman doesn’t show.
You call, no answer. You leave a message, no return call. Or perhaps the ghosting episode takes place mid project.
Now what?
Who in the world is going to come in and finish up the project that is in progress?
Talk about stress for you, and the handyman, who has to come in and figure out what the other person was doing, and do their best to complete it.
Been there…done that!
Another example is you make several calls to the handyman and they don’t/won’t return any of your repeated messages.
It would seem that if someone doesn’t have the skillset, time, or interest to do the project, the very least they could do would be to call you and let you know that!
Don’t misunderstand, there are MANY excellent and customer focused handyman services out there! I’m proud of that fact, but unfortunately a few bad apples spoil it for all of us who go the extra mile to deliver exceptional customer service and take pride in their work.
So how do you sort out the few bad apples from the many good ones?
I have a few tips for you to consider BEFORE you hire someone to provide services in your home:
· NEVER pay 100% of the job upfront. You lose all negotiating power if the job isn’t completed to your satisfaction. You also want to be sure the job gets completed, and if you pay the entire cost of the job upfront, the job may not get completed at all! If this is a larger project, it would be important to discuss how much the handyman would require upfront, and before the project is completed. That should be disclosed in writing, usually on the estimate. Be sure you are comfortable with the numbers, and if not, make your concerns known so you can reach an agreement, again, before the project begins.
· Ask for references. Online references are great, but I would recommend you get phone numbers and call and actually talk to past customers. This gives you a well-rounded picture of the quality of work, timeliness, and a sense of the customer service that is provided…or not. It also gives you the ability to ask past customers questions and engage in a two-way conversation.
· Some questions to ask past customers – did they show up on time, did they clean up after the job, did they complete the work as agreed, if not why? How was the communication before, during and after the project was completed? What did they do well, and not so well? Would you hire them back for another project? How would you rate their customer service on a scale from 1-10?
· How long has the handyman been in business?
· Ask the handyman for their license number and proof of insurance. If they are performing work in your home, and something gets damaged, and they don’t have insurance, guess who will be paying for that? You’re right. It will be you! A license number is supplied to all contractors who are licensed with the state of Iowa, and you can verify that.
· Always get an estimate in writing. Be sure you understand what is involved with the estimate and what it covers. Are the materials included? Do you have an option to buy your own materials, or will the handyman purchase materials for you?
· Does the business have a website or social media presence? If so, be sure you check them out online. If they don’t, why not? Most businesses will have some type of digital presence. There should be pictures of past projects, detailed information about their business, and you will get a very good feel for the level of professionalism by checking out their online presence. In my opinion, a handyman service business is no different from any other service provider, and you should expect the same level of professionalism!
As with anything, you get what you pay for.
For some, cheapest isn’t always better. When comparing estimates, it’s important to keep the big picture in mind and make a decision based on your comfort level after you do your homework.
Your home is your most valuable asset, and when you are asking someone to come and provide maintenance services to your home, it’s important that you have a sense of security and confidence in the skills that they bring.
Be sure you take the time to do your homework and feel comfortable BEFORE the project begins!
Please share with me your experiences (either good or bad) with a handyman service provider. Please don’t name names, just the experience.
Are there any suggestions that I overlooked that could be helpful to others?
Be sure to share that too!
Remember, don’t let one bad apple (or handyman), spoil the whole bunch!
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