Let’s face it: most tradespeople are hands-on. So, you probably didn’t choose your trade because you love chatting on the phone or writing emails. But like it or not, good customer communication is one of the easiest ways to win more work, avoid headaches, and build a solid reputation. Whether answering that first call or smoothing over a complaint, being clear, polite and contactable can set you apart from your competitors. Read on to discover some practical tips to help you master the art of communication without needing a degree in Public Relations!
Customer Communication for Tradespeople
Be Contactable at First Enquiry (Even If You’re Up a Ladder)
You only get one shot at a first impression. If a potential customer calls and gets voicemail (again), chances are they’ll ring the next person on their list. That’s why a call answering service can be a lifesaver. It means someone friendly picks up when you can’t, giving the caller a good experience from the off. We recommend our good friends at eDivert! Using a call answering service is so important that we wrote an entire article about it HERE.
Practical tip: If you’re not ready to commit to a full-time call answering service, try a pay-as-you-go option first. Many services offer free trials, so you can test it out for a few weeks and see the difference it makes to your enquiries (and your stress levels).
Clear Quotes and Contracts Avoid Confusion (and Arguments)
Once you’ve had that first chat, it’s time to lay everything out in black and white. Give your client a clear quote with what’s included (and what’s not). Follow it up with a simple contract; it doesn’t need to be fancy; it should just outline expectations and payment terms.
Our favourite accounting software, Xero, can help here. You can generate quotes, turn them into invoices, and track payments in one place. Plus, having it all online makes it harder for paperwork to mysteriously disappear.
Practical tip: Create a quote template in Xero that includes a breakdown of labour, materials, VAT, and exclusions. That way, you can send clear, consistent quotes in minutes — even from your phone, parked outside the job.
Stay in Touch Once You’ve Got the Job
Got the job? Great! But don’t vanish. Clients appreciate updates, even if it’s just a text to say you’re running 10 minutes late or a quick call to explain the next stage. Keeping them in the loop shows you’re organised and builds trust.
Practical tip: At the start of the job, agree on how and when you’ll update them; it might be a text at the end of each day or a weekly phone catch-up. Remember, each customer will have different preferences and expectations, so work with them!
Follow Up – Happy Clients Come Back (and Refer You)
Once you’ve completed the job, don’t pack up and disappear into the sunset. Check in with your client a week or two later. Are they happy? Is everything working properly? Following up shows you care, gives you a chance to fix any small niggles, and keeps your name fresh in their mind.
Practical tip: Set a reminder in your phone or calendar to follow up after every job. Even a quick message can lead to repeat business or referrals.
Handle Complaints Like a Pro (Not a Cowboy)
Things do sometimes go wrong. But it’s how you deal with it that counts. If a client isn’t happy, listen carefully, don’t get defensive, and fix the problem quickly if possible. Even tricky situations can be turned around with the right approach.
Practical tip: If a complaint comes in, acknowledge it within 24 hours, even if you need time to sort it. That alone can prevent it from snowballing.
Mastering customer communication for tradespeople doesn’t mean being glued to your phone or turning into a keyboard warrior. It’s about being reachable, clear, and courteous from the first call to the last invoice. A little effort in this area can save you time and stress and, most importantly, help you build a business that people repeatedly recommend.
In the meantime, you know who to call if you need help sorting your books! Contact us HERE.