Whether it’s an accidental scratch or a large gouge, cosmetic surface damage is practically unavoidable on construction sites. Luckily, SOLID can save you the cost of replacement by balancing science-based cleaning and enhanced disinfection expertise with world-class specialty surface care. Thorough notes are essential when recording repairs. Keeping accurate repair order records can prevent miscommunication between service advisors and customers.

1. Know Your Tools

One of the biggest keys to a successful repair is having the right tools on hand. Whether you’re using an organized toolbox or a rattling hardware bag, it’s important to have all the tools you need before starting a job. Otherwise, you may find yourself chasing down the best hammer or wide screwdriver as they make their way into someone else’s hands (or down the bottom of the bag).

To prevent this from happening, start by making it a habit to clean your workspace and inventory your tools before and after each repair. This will ensure that they are ready for storage and that you don’t forget any essential items. It’s also a good idea to lubricate all moving parts, including hinges and handles, regularly to prevent them from jamming or breaking down over time. And be sure to keep children and pets clear of your work area, especially if working near electricity.

Lastly, store your manuals in the appropriate space so they’re easy to access. They’ll provide valuable information on how to properly use your tools as well as help you locate replacement parts.

2. Know Your Customers

No business can survive long without a deep understanding of its customers and what they need. This is one of the most important factors in ensuring great service that leads to repeat sales and new customer referrals. But knowing your customers isn’t easy, and it requires some serious work to learn what they really want from you.

One way to get a better handle on your customers is to create an ideal customer profile (or persona). This can help you understand who your target market is and what kind of experiences they expect from your company. A great place to start with this is by looking at the age, gender, and location of your current customers. You can also look at the type of relationship they have with their friends and family to learn more about what kind of experience they’re hoping for when they come to you for service.

Another way to get a better sense of your customers is to use keyword research. This can help you discover what questions your customers are asking about your company and products, and then create advertisements that address those specific concerns. For example, if your customers are complaining that your clothing is itchy, you can advertise that your clothes are made with smooth, soft materials.

Finally, you can also try running focus groups to get a hands-on feel for what your customers are thinking. This can be done in-person or online, and it’s a great way to learn more about your customers’ wants and needs.

5. Know Your Technicians

Good technicians take the time to understand how each machine works and have an awareness of how each part interacts with each other. This helps them to diagnose problems quickly and make repairs efficiently.

Technicians know the health and safety precautions in their industry and take the time to adhere to them, preventing work accidents. This includes wearing protective clothing, working in a well-lit environment and keeping food and drink away from machinery.

A good technician knows when to seek help. When a job exceeds their skill set, they recognise that they need to call in a specialist. They’re also comfortable fielding questions from customers and explaining the issue clearly.

Shop owners should try to talk to their technicians on a regular basis. This will not only build rapport but it can also be a great source of real-time feedback, helping the business to improve its service and products. You can even use this as a way to attract new techs by casually asking them if they’re looking for a new job. If they are, you can hand them a business card and the process begins!