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The Importance of Clear
Communication
»»EVANDER, WHO OFFER A 24-HOUR
emergency locksmith service across the
UK, share tips for communicating clearly
with customers.
When you’ve been a locksmith
for a number of years, the job can
become almost second-nature. While
this is brilliant for your day-to-day
efficiency and your ability to deal with
whatever is thrown your way, it can
cause complacency, particularly where
communication with customers is
concerned.
It’s a trap that we’re all guilty of falling
into at one point or another; just because
you see the same issue day in, day out,
doesn’t mean that your customer is
going to have any knowledge of it prior
to your arrival. Having to explain the
same thing over and over again can
be frustrating, but taking the time to
communicate with your customers can
only reap rewards in the future. This may
manifest as repeat business, favourable
reviews for your services or simply
word-of-mouth marketing, all of which
will ultimately benefit your earning
potential.
The argument for good customer
service is clear, but in practice we can
all be guilty of failing to give 100%. In
this article, national locksmiths Evander
give their top tips on how to turn
customer communication into customer
satisfaction.
EXPLAINING YOUR JARGON
Working within any industry begins
with a learning curve, and it’s likely
that when you started your training,
many of the common terms used by
your co-workers were rather alien.
For customers, the jargon used by
locksmiths can cause worry and
confusion, particularly where they are
not fully explained. This can lead to
confusion over the work that needs to be
done, not to mention what is expected of
the customer after the initial contact.
Taking the time to speak to your
customers is important, as it helps you
to identify additional issues, prepare the
customer for any aftercare and leaves
them feeling that they have received
good service. As much as it’s tempting to
rush through ‘easy’ jobs, your customer
may feel they have not been sufficiently
cared for, especially where they have
been the victim of a crime.
The most common areas of confusion
tend to centre around the following:
• Anti-snap lock
Lock snapping is a common
problem in some areas of the UK,
but unfortunately it’s not a very wellunderstood issue. Recommending and
fitting an anti-snap lock can help to put
the customer’s mind at ease, but it’s
important to explain to them exactly how
it works to avoid confusion in the future.
‘Anti-snap’ implies to a layperson that
the lock will not snap at all, when in fact
it is designed to snap, just in a different
place, thus keeping the lock secure.
• Make safe
If you provide make-safe services,
it’s always important to explain to
the customer that ‘make-safe’ does
not mean ‘make 100% secure’. In an
emergency, fitting a basic lock and/or
boarding up a window helps to ensure
the residence has a basic level of security
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and that broken glass does not pose
an injury risk. It’s therefore important
to explain to the cu stomer clearly that
follow up work is required as soon as
possible.
• Lock types
The difference between a deadlock
and a mortice lock – for example – may
be obvious to you, but for a customer
who has never had to deal with a
locksmith before, some clarification
is often welcome. Taking the time to
explain the differences and helping the
customer to understand how their locks
work will help to make sure they’re able
to look after it properly in the future.
CALMING A DISTRESSED CUSTOMER
Attending emergency jobs where a
customer has been the victim of a crime
such as forced entry or vandalism can
mean having to deal with heightened
emotions and upset. Many people in
this situation will want some kind of
reassurance, and being communicative
is a good way to put them at ease. Take
the time to listen to them about the
incident, as this not only helps them to
feel that they are being supported, but it
will also help you to identify aspects of
the work which may require further care
and attention.
Rather than attending the site,
completing the job, and leaving for
the next straight away, it’s always good
practice to ask the customer if they are
happy with the work and if they have
any further concerns. Simply lending a
listening ear and reassuring them can do
wonders, both for their peace of mind
and your reputation as a locksmith.