Starting a Handyman Business - What's the Most Important Thing You Need to Do?

Recently I wrote an article giving people a checklist of how to start a handyman business. In this article I want to give you the one most important aspect of starting a handyman business or any type of business.

After many years of building, managing rental properties and owning a handyman business, I have learned that being successful in the home repair arena really boiled down to one thing: Give great customer service.

Yes you need to have a written plan covering the how you are going to run your business. (See my article Starting a Handyman Business - Checklist) However, it will not matter how great your plan is if you do not give great service.

Here are some tips to follow when you are dealing with people:

Always, always return all calls promptly. This was the number one complaint we heard about when a customer was not happy. Even if it's a job that you cannot do, make sure you call the customer back promptly.

Which brings me to the next point, if you receive a call about a job that is something you do not do, either you do not have the knowledge, the tools, or the time, make sure you tell the customer immediately. I do not know how many times we heard customers complaining that someone came out to give estimate, did not tell them the job was something they could not do, and kept the customer hanging for a week or more. Never do this. Always be upfront with the customer.

Never make a promise you cannot keep. Customers will remember things you tell them. Make sure you do not use phrases like, "piece of cake", "this won't cost much", and so on. Customer will not only remember that you said this job won't cost much, they will hold you to it. A motto that we adopted was to under commit and over deliver.

Always give more service than your customer expects.

Always be on time and courteous.

Always treat your customer as if they were your only customer, regardless of what size job you are doing for them.

These ideas apply whether you are just starting a handyman business or if you have been in business for awhile. Customer service is the only way your business will survive and thrive.

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