Why Are Tradespeople So Bad at Customer Service?

Honestly, some tradespeople must think they’re doing us a favour just by existing. You call them out for a job, and if you’re lucky, they might show up vaguely near the time they promised. If not? Radio silence. No call. No text. Nothing.

Then there’s the “quote one thing, then whisper about cash in hand to dodge VAT” routine. Super professional. Or my personal favourite: they finally do the work, disappear, and then never answer a call from you again. Need a follow-up? Good luck.

The thing is, most of them actually are good at the technical side. They can fix, build, install, and wire things far better than the average customer ever could. But here’s the truth they seem to miss: skills alone don’t bring in repeat business.

People remember how you treated them more than the job itself. Did you turn up on time? Did you call back? Did you look like someone they’d trust in their home? Because if the answer is no, they won’t be calling you again—and they definitely won’t recommend you.

Here’s the kicker:

A lot of tradespeople aren’t struggling because they can’t do the work. They’re struggling because their “customer service” is stuck in the Stone Age.

How We Fix It

That’s where we come in. We help tradespeople stop shooting themselves in the foot by:

• Making them look professional online (no more Facebook pages with a blurry logo).

• Putting systems in place so customers actually get updates and responses.

• Helping them present themselves like a business, not a bloke with a van who might turn up “sometime Tuesday-ish.”

The result? More trust, more repeat customers, and more money.

Because being good at your trade is only half the job. The other half is showing up, communicating, and acting like you actually want the work.