In-Home Repairs: Keeping Customers Safe During the Coronavirus Pandemic

With COVID-19 cases continuing to spike across the country, safety is a top priority. But as people stay quarantined in their homes, the inevitable is bound to happen. A burst pipe. Power failure. Broken heating. These urgent repairs can’t be put off. While these service requests can thankfully keep your small business afloat, providing in-home repairs during a pandemic requires new precautions. Here’s how to help ease your customers’ anxiety and keep them — and yourself — safe during the coronavirus pandemic. 

Communicate before your visit.

Whether your company has put new protocols in place or your customer has concerns about letting someone into their home, discussing appointment details prior to arrival will help put everyone on the same page. Create clear expectations and let your customer know you value their safety to help them feel more comfortable and build greater trust. 

Ask important questions.

The day of the appointment, check in with your customer and ask crucial questions. Is anyone in their house feeling ill? Has anyone been exposed? Answer those same questions yourself, so that no one is potentially put at risk. If there is any chance that someone has it, reschedule the appointment with no penalty. 

Follow CDC guidelines.

When you arrive at your client’s home, make sure you have a mask handy. Wearing this and maintaining a distance of six feet will help you protect people in the house, especially those who may be higher at risk. 

Let customers lead the way.

To minimize your points of contact around the house, it’s helpful to work out a plan with your customer. Allow them to open doors, turn on lights, and touch other surfaces you don’t need to. It not only protects you, but eliminates your customer’s need to disinfect those areas later. 

Prioritize cleaning.

While some customers may provide hand sanitizer before beginning the job, be prepared with your own as well. Additionally, many home service companies, both big and small, are arming their employees with cleaning supplies to keep surfaces clean before starting the job and after it’s been completed. 

Use contactless payments.

Because any item or surface can be contaminated, many businesses are moving away from cards and cash. Luckily, there are several contactless payment methods you can use that make payments easy for both parties. Some of these payment systems include Venmo, Google Pay, Apple Pay, and more. For organized payments, integrate contactless payments into Relay, so you can have scheduling, payments, and reviews all in one place. 

Send a thank you.

A quick follow-up text or email after the appointment is a great way to thank your customer for trusting you with their repairs and their safety. It’s a thoughtful gesture that shows you care beyond the transaction and don’t take their business for granted. 

COVID-19 has changed our lives significantly in the past year, from the way we interact with others to the way we work. And there are still so many unknowns about the future. But by showing your clients you take their safety seriously and appreciate them supporting your small business, you’ll make a lasting impression and potentially a lifelong customer. 

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