Customers are fed up with contractors who don’t do their jobs. By exceeding expectations, you can greatly improve profitability. Having a good inspection and testing department in your company is another great way to increase revenue. Times may change, but ethics and good service do not.
Retaining an existing customer is cheaper than finding a new one and it’s also more beneficial for business. Inspection and testing are more profitable and come with fewer headaches than installations. Large conglomerates have their own rules, so this article is better suited for independent contractors.
Professionalism
Be sure to present a businesslike appearance to your customer. Having your technicians wear uniforms with ID tags shows your professionalism, which will be noticed by the customer and anyone else in the building when you are testing.
Projecting a good company image is essential for gaining and keeping business. When I started, we only had two company vans. We painted them bright red with our logo. I can’t count the number of times I had people tell me they see our trucks everywhere. I have had customers call me because they saw one of our trucks and realized they needed their system tested. You may not be able to test them all, but you can certainly get a percentage of new clients with systems you are qualified to work on.
Punctual and a fair price
How many times have you been disappointed by contractors? It has happened to me a lot. There are many shady contractors, so ensure you differentiate yourself. I have always believed that if you give your client 110% of what you would expect as a customer, they will be customers for life.
Always show up on time and call if you will be delayed. We all hate it when a tradesperson schedules an appointment and shows up two hours late. So be respectful of your customers’ time as you hope a contractor would be of yours.
When your inspection and testing salesperson meets a prospective client, be sure they ask about any concerns the potential customer has with the system. Ask to see past test reports and as-built drawings. Know what is in the system so you can quote the correct price.
Speaking of price, I do not believe the lowest price is the prime motivator for customers. Yes, price is important, but getting what you pay for at a reasonable price is more important. To do that, you need to sell your company’s excellent reputation and ability to accomplish that goal.
Include customer personnel
It is beneficial to include customers’ personnel in inspection and testing because it gives them ownership. They can witness what you are doing, see how the system should operate and take notes. Many facilities do not even want a fire alarm system and only test it to keep the fire marshal away. I have found the more involved they get and better understand the system, the more they appreciate its importance.
I also think it is good to spend a few minutes training the staff who will first see the signal on the fire alarm control. Many don’t know the difference between an alarm and a trouble and the importance of one over the other. If they are educated, when a situation arises, they will know what to do.
Meet the local fire inspectors
One last tip: get to know your local fire inspectors to talk about their expectations and needs. You can help each other immensely. Local fire inspectors can be the best salespeople to a potential client, even though they say they can’t recommend companies. I have gotten many jobs because the fire inspector told the customer mine was a reputable company. That goes a long way to getting new clients.
I still have a number of other tips, so I will continue this list in my next article. Have a great summer!
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About The Author
HAMMERBERG, SET, CFPS, is an independent fire alarm presenter and consultant currently residing in The Villages, Fla. Tom represented the Automatic Fire Alarm Association on multiple NFPA technical committees as well as actively participating in the ICC code making process for many years. He is NICET Level IV certified in fire alarm systems and a Certified Fire Protection Specialist. He can be reached at [email protected].