Electrical Contracting News (ECN) April 2017 - Page 12

INDUSTRY NEWS

INDUSTRY NEWS

‘ HELLO ?’ – ELECTRICIANS ’ PHONE GREETING IS A TURN-OFF FOR CUSTOMERS
Electricians could be harming their businesses by the way they answer their phone , according to research by Moneypenny .
The telephone answering service found that 79 per cent of electricians are likely to answer their business calls with a curt ‘ hello ’, which can deter potential customers from working with them .
In a survey of 300 micro businesses ( 0-9 employees ), including electricians , Moneypenny found that the majority of electricians appeared to answer their phone in an abrupt manner , which was unappealing to the caller .
Those surveying the electricians found the one-word salutation to be ‘ unprofessional ’ ‘ off-putting ’ and even ‘ rude ’.
‘ How a business answers its calls is hugely important , but so many small business owners are yet to realise this ,’ said Joanna Swash , managing director , Moneypenny . ‘ A telephone call is often the first contact a person has with a business , so to attract them as a customer that first impression has to be spot-on . They give the lasting impression of a business too . The last thing a small business wants is to blow a possible opportunity from the second they answer the phone . It ’ s small but significant .’
A business ’ choice of phone greeting can have an impact on whether the caller will want to do work with that electrician .
WAS 2016 THE YEAR OF THE SPECIALIST TRADESMAN ?
As our homes become more complex through the advent of new technologies and energy efficiency systems , homeowners are now seeking specialist tradespeople to carry out their home improvements according to TrustMark , the government endorsed scheme for tradespeople , which has announced that it has recorded another bumper year of helping homeowners .
In 2016 , more than 8.3 million search results were provided to homeowners who used TrustMark ’ s website and telephone helpline to find local firms and expert tradespeople to carry out their home improvements and repairs . Although the statistics reveal continued growth in demand for key trades such as builders , electricians , window installers and glaziers , there was also a significant upturn in demand for specialist trades .
There was a 21 per cent increase in search results provided for TrustMark registered builders , a six per cent increase for window installers and glaziers and similar demands for electricians .
Searches have soared for heat pump installers ( up 217 per cent on the year before ) and solar panel installers ( up by 130 per cent ). Aerial installers , CCTV installation and leadwork specialists , followed closely by tree consultants and home adaptations for the elderly and disabled have also seen increasing demand .
Simon Ayers , chief executive of TrustMark , said , ‘ With technology in our homes becoming much more sophisticated , coupled with rising expectations of home comforts such as air conditioning , home entertainment systems and adaptations for accessibility , we predict an increasing need for specialist businesses and tradespeople to help us maintain our homes .’