Customer Communication

Purpose

Professional communication is a key part of every job. Customers may not fully understand electrical work, so it is important that JME operatives communicate clearly, respectfully and professionally at all times.

On Arrival

Introduce yourself and confirm the reason for your visit.
Be polite, friendly and approachable.
Explain what work you will be carrying out.
Confirm any power interruptions before commencing work.

During The Work

Keep the customer informed of progress.
Explain any unexpected findings in simple terms.
Avoid technical jargon where possible.
Be honest about timescales and potential delays.
Maintain a professional attitude at all times.

If Problems Are Found

Clearly explain the issue and any associated risks.
Offer practical solutions where possible.
Never pressure a customer into making immediate decisions.
Escalate any concerns to management where required.

On Completion

Explain what work has been completed.
Demonstrate operation of any new equipment if required.
Ensure the work area is clean and tidy.
Confirm the customer is satisfied before leaving.

Key Expectations

Be professional.
Be respectful.
Be punctual.
Be honest.
Leave every customer with a positive impression of JME.

A customer's experience is determined not only by the quality of the electrical work, but also by the quality of communication throughout the job.