Keeping people happy is the key to success for any business. But, in the world of telecommunications and infrastructure construction, keeping people happy is hard. Tell us about the last time you smiled as you watched your beautiful yard churned up for the sake of new underground cabling. Don’t think you can. Well, imagine how customers feel when they see their beloved daffodils painted orange, red or green for the sake of faster internet. It’s our job not only to help build and protect the systems of tomorrow, but to restore property as close to its original condition as possible when we are done. During this process, customers can become concerned, agitated and even angry. It’s our responsibility to build and maintain healthy community relations during and after our work processes. Here are our top three ways to make sure the community stays on your side.
Drive Like There’s a Baby on Board – You should be a courteous driver 24/7, but pay particular attention when driving the company vehicle. People in the community are already hyperaware of your presence, and bad driving just draws more attention. Obey all traffic laws while driving and you’ll be good to go. Think that no one calls those “How’s My Driving?” bumper sticker numbers? Think again.
Use Your Ears Twice as Much as Your Mouth – No one is happy having a piece of their property torn up by a stranger. Because of this, you may get a few upset customers who want to chew you out as if you enjoy bringing this type of stress into their lives. Our advice? Listen. In reality, there’s little you can say to put them at ease. When you do speak, apologize for any inconvenience and assure them you’ll be out of their hair as soon as possible. If they want to file any complaints, direct them on how to do so.
Be Honest and Polite – This can go a long way. If you don’t know the answer to customers’ questions, let them know you’ll find out and get back to them. Always address customers in proper fashion—never by their first names unless they ask you to do so. Both honesty and being polite show customers you respect and value them. In turn, they may become more accepting of the work you must do.
Customer relations isn’t the easiest, but if you try hard enough, it’ll work wonders. Drive under the spirit of the law and you won’t be an easy target. Make sure you always hear the customers out. You may not be able to help them, but it shows you hear them and understand. Finally, being honest and polite shows respect, which may lead customers to leave you alone to do your work. Follow these three simple tips and your community relations will be on its A game.