Turning Techs Into Customer Service Pros

by Devon Osborne

Read it to me! Click the video below.

 

Technician-customer interactions can make or break a home services business. your business. Whether it’s a roofer showing up to assess storm damage or a plumber fixing a leak, every interaction is a chance to either win a repeat customer or send them running to your competitor. Poor customer experiences spread like wildfire, with just one negative encounter leading to bad reviews, lost referrals, and a tarnished reputation. If your technicians aren’t making a great impression, then you’re pouring leads down the drain.

 

The Technician-Customer Disconnect

It’s tempting to think great service is all about technical skills—repairing leaks, unclogging drains, fixing electrical issues. But that's only half the battle. The reality is that your customer remembers how the technician made them feel. If your technician is late, dismissive, or unclear, it leaves a bad taste, regardless of how well the repair went.

A 2023 Report underlines this: customer satisfaction is the number one factor influencing repeat business. Yet many technicians fall short when it comes to customer communication, empathy, and professionalism. Take it from Steve, who runs a small appliance repair business. For years, he focused solely on making sure every job was done quickly. But his GBP reviews were mixed. Comments like, “He fixed it, but he was rude” and “Didn't explain what was wrong” popped up regularly.

 

Rethinking Technician Training: It’s Not Just About the Tools

Soft skills often get overlooked in technician training. You might have a team of experts who know every inch of their craft, but can they clearly explain an issue to a customer who's anxious about costs and disruptions? The National Soft Skills Association found that 85% of job success stems from well-developed soft skills like communication and empathy.

Consider building this kind of training:

• Teach Active Listening: Encourage technicians to let the customer talk before jumping to conclusions. Customers want to feel heard, especially when their day is disrupted by a leaking roof or broken heater.
• Emotional Intelligence & Empathy: Recognize stress in customers and respond with understanding. A customer with a flooded basement doesn’t just need a pump—they need reassurance.

Steve, the appliance repair business owner, made these changes. He didn’t just fix the fridge; he started explaining the problem, offering possible solutions, and letting customers ask questions. Soon after, his GBP rating jumped from 3.2 to 4.5 stars in a matter of months. Customers now mention how “friendly and informative” he is.

 

 

Empowering Technicians to Solve Problems on Their Own

A huge trust-builder in customer interactions is showing initiative. Technicians often need to make decisions on the fly, whether it’s how to resolve an unexpected issue or handle a disgruntled client. Equip them to do so confidently.

Here’s how:

• Authority to Make Decisions: If something goes wrong—a part breaks during the job, or the repair takes longer than expected—technicians should have the authority to offer solutions or concessions on the spot. This prevents frustrating back-and-forth calls between the office and the customer.
• Ownership of the Situation: Customers appreciate transparency. When technicians walk them through the problem, the options for fixing it, and any possible delays, it shows ownership and responsibility.

Take Sarah, who manages a pest control company. Her technicians used to frequently “check in” with her when things didn’t go as planned. But when she empowered them to resolve issues directly, customer satisfaction soared. Clients praised her team for “taking control of the situation,” and there were fewer callbacks for unresolved problems.

 

Professionalism Matters

First impressions are powerful. Before a word is even spoken, customers are forming judgments based on how a technician arrives, what they wear, and how they present themselves. A technician who arrives in a clean, logoed uniform is far more trustworthy than someone who shows up in wrinkled clothing. It signals that the company takes pride in their work. A “leave no trace” policy, where technicians clean up after the job and ensure that no debris, tools, or trash is left behind, speaks volumes about respect for the customer’s home. Think about the last time you had work done on your own home. The difference between a tech who leaves behind dirt and one who carefully cleans up afterward sticks with you—and it's reflected in your reviews and recommendations.

 

Closing the Feedback Loop: Learn and Improve

Improvement doesn’t stop once the technician walks out the door. The final step to improving technician-customer interactions is closing the feedback loop:

• Ask for Reviews and Ratings: After every job, send a quick text or email asking for feedback. Keep it simple: “How did we do?” or “Rate your technician!” It not only helps you measure performance but also encourages satisfied customers to leave positive reviews on GBP.
• Act Quickly on Feedback: Customers don’t want to feel like their complaints are falling on deaf ears. When a review mentions a bad experience, respond promptly. Apologize, address the issue, and offer a solution.

Sarah from the pest control company made it a point to personally call customers who left negative reviews. Not only did it give her insight into what went wrong, but customers were often so surprised by the effort that they edited their reviews to reflect the follow-up.