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What makes a “Professional”

Home services have always had a sketchy reputation. Since COVID hit things have gotten worse. Demand has spiked, backlogs are growing, and consumer frustration is on the rise.

A root issue is that many consumers are not working with a professional. Hmmm, if somebody does something full time as their job, does that not make them a professional? Being a professional includes a set of credentials, but it is also an “approach” to running their business.

Credentials include appropriate licensing, and insurance. If your home is damaged due to your service providers negligence (if the plumber floods your house) general liability insurance ensures your home gets repaired. Workers compensation insurance ensures anyone injured on your property gets proper care. Insurance protects you and the service provider. Anyone operating without insurance is not a professional, this is their hobby.

Licensing will depend on the services provided, but at a minimum they should have an occupational license through the municipality they work in. Construction trades are state licensed. Employees of licensed contractors receive training and oversight. Issues can still happen, and licensed providers are motivated to resolve issues and customer complaints in order to retain their license and reputation. This benefits you.

On the “approach” side of being a professional, is this a job or a business? Businesses have standard operating hours when you can reach somebody, and folks to answer the phones during those hours. The office staff manage the schedule while the field staff do the work. They may even have online scheduling option on their website.

Schedules change due to unexpected circumstances. If the guy doing the work is his own office staff, communication to the next customer happens late, or not at all. He just does not show up. Even if he is fully licensed and insured, and in all other ways a professional, he is still only one person. If the job before yours runs long, will he have the time to call you? And even if he does, your work is still delayed.

A “Company” that can be found online, has a website, a reputation to uphold, office staff to answer the phones and field staff to do the work is checking all the boxes for being professional. If the job before yours runs long – then somebody will call you. Or they re-assign the job to another staff member and your job happens without you ever knowing there was a scheduling challenge.

Not all professional companies are equal, so I still strongly encourage you to read online reviews and choose carefully. Working with professionals will improve your overall customer experience. They are focused beyond today’s job and want to grow long-term relationships and be your first call when future needs arise. While some may view office staff as an expense, professionals understand that front-line staff are a critical to a great customer experience.

Mr. Handyman is always focused on being professional, safe, dependable, and convenient. Our approach includes front line staff in the office to manage your calls, book appointments, manage the schedule across the staff, and handle customer communications if, or when, something changes. Our field staff can then focus on one customer at a time, doing quality work, managing other needs that may arise, and making sure the customer is fully satisfied with the work they have done.

Professional, Safe, Dependable and Convenient – There’s simply no one like Mr. Handyman.