There is no doubt about it. The current state of customer service in general is a skeleton of what it was 10 years ago.
The decline of communication in the trades is a direct byproduct of a massive supply-and-demand imbalance. Labor shortages have created a “seller’s market” where contractors are so overwhelmed by backlogs that basic professional courtesies, like returning a phone call, have become casualties of a “take it or leave it” culture. When a business has six months or more of guaranteed work lined up, the perceived necessity of nurturing a reputation through empathy and transparency often vanishes.
In rural areas, that type of culture seems to be amplified simply due to the fact that choices are so limited. Businesses can afford to treat customers poorly and charge unfair prices when they offer a service that no one else in the area does. It doesn’t matter if customers are unhappy because if they need what the only business around provides, they have no choice.
This structural decay is amplified by an “experience cliff” as veteran tradespeople retire. Their departure leaves a mentorship gap where technical skill on the job site is rarely paired with the administrative discipline required to manage client expectations. While digital tools like automated scheduling exist, they are frequently used as a shield rather than a bridge, often leaving homeowners in the dark.
Ultimately, businesses have shifted into a reactive approach. Communication now occurs only when a project hits a crisis point, and sometimes not even then, rather than as a proactive professional standard.
Optimistic
As I write this, I am freshly returned to my desk after a week at the WWETT Show in Indy. The inspiration for this article was not a lack of communication at the show, but rather the opposite. One of my favorite things about attending the show is conversing with so many people that genuinely care about the industry, their business and ultimately their customers.
It’s no coincidence that the companies we profile in all of our publications share common quotes and philosophies about treating their customers with respect, communicating through jobs and working to educate is what keeps them successful. That attitude has been a fundamental principle of COLE Publishing as well.
As most of you know, the founder of COLE Publishing and the WWETT Show, Bob Kendall passed away last fall. Bob was the epitome of customer service and respect. From the very first show to his last, he drove into every one of his employees’ minds that taking care of the customer comes above all else, no matter what. I can assure you, that way of thinking is what allowed the show to grow into the event that it is today.
Be like Bob
No matter how busy business gets, never forget what got you there and how to treat people. Don’t let the decay in customer service across other industries allow mediocre service to become the new normal in ours. I have found myself being satisfied with people doing the bare minimum because I am just happy someone got back to me. Please don’t let the “good review” about your company be, “Well, they called me back, so at least they responded.” Continue to go above and beyond that.
After all, you are diggers and onsite wastewater system installers, so in a world where customer service is in the proverbial hole, fire up your excavator, dig it out and fill the open space with quality work and exemplary client relations. Continue working to ensure that when people think of your company, their first thought is about how great of people you were to work with.
In a time that negative experiences are becoming commonplace, a positive interaction shines even brighter. And business will flourish when people have nothing but good things to share about their experience with you.
