The Importance of Customer Service in Skilled Trades

Posted on 2023-07-13 by Institut Technique Aviron de Montreal

Your customer service sets the tone for your business. While it is a key aspect of any corporation, it is even more important in the skilled trades industry. Skilled trades require a high level of expertise, exceptional attention to detail, and often involve working in people's homes. Therefore, your company’s ability to provide a positive experience for your customers and build trust will help ensure that they refer others to your business.


Here are 6 key reasons why customer service is important in skilled trades:



In the skilled trades industry, reputation is everything. You don’t need us to tell you that trades as a whole is quite the competitive industry, so it is absolutely essential that every customer has a positive experience. Your previous clients act as your ambassadors, who can refer their friends, colleagues, and family to your business. On the flip side, negative feedback can be very detrimental to your company. So always ensure to put your best foot forward, take pride in each aspect of your work, and of course, smile - your business depends on it.



When people hire skilled tradespeople, they are (most of the time) inviting strangers into their homes. They are entrusting them not only with their safe space, but expensive work as well. Establishing trust with your clients is vital in building long term customer relationships that will inevitably lead to referrals. By providing excellent customer service, you can show your customers that you are reliable, trustworthy, and committed to their satisfaction with both you and the work itself.



In today's competitive market, differentiation is what is going to set you and your competitors apart. Offering superior customer service and a positive attitude can make all of the difference. In addition to providing a friendly attitude, giving your customers a level of service that they can't find elsewhere will also set you apart from others in the industry. Coupling good energy and quality work is the ultimate formula for success.


Customer Retention

Retaining customers is cheaper and more profitable than acquiring new ones. By providing excellent customer service, you can foster long-term relationships with your customers, leading to ongoing and consistent business. Not to mention that it is a lot more enjoyable to do a job for a person or family you’ve gotten to know over the years! 


Increased Sales

Word of mouth marketing is incredibly effective, so happy customers are likely to share your business with their friends and family. Excellent customer service can directly and indirectly lead to more sales. So, if you combine a good attitude with top tier work, you’re in business (literally.)


Improved Employee Morale

As your business grows due to your impeccable customer service and welcoming personality, you will inevitably need to hire a team. Your team is a reflection of you and your business, so it is important that they are a carbon copy of you. It is very important that your staff believe they are working for a business that their core values revolve around the satisfaction of their customers. Knowing they work for a company that actually cares will lead to better customer service, which will inevitably lead to more business.



In summary, customer service is a critical component of doing business in the skilled trades industry. It is an investment in your reputation, trust, differentiation, customer retention, sales, and employee morale. By providing excellent customer service, you can ensure the satisfaction and happiness of your clients, as well as the long-term success of your business.


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