In today’s episode of Let’s Talk Service, our host Eve Ward, founder of move concierge and relocation company Bond and Des Voeux, discusses the most productive, positive ways to work with contractors, and how best to spot any potential red flags along the way. 

Eve also delves into methods of measuring honesty between two parties, as well as the importance of setting out expectations at the beginning of any partnership. She examines how a job or contract can be successful if clear and honest communication is utilized, and the importance of patience.

All this and more, on this week’s episode of Let’s Talk Service.

In this episode, we discuss:

[1:49] - networking in the relocation industry

[3:50] - the importance of written and verbal agreements

[4:09] - sticking to timelines

[4:40] - you must talk about budgets!

[5:26] - providing constructive feedback

[8:20] - red flags and how to address them

[10:50] - recommendations, reviews and references

In today’s episode of Let’s Talk Service, our host Eve Ward discusses why it’s so hard to be honest with service providers, particularly those that work in our homes. Why do we struggle to ask for what we want? And how can we tell a service provider they haven’t given us what we asked for, without coming across as rude, or upsetting anyone?

Eve also gives her thoughts on tipping culture while recounting her recent experience of buying a coffee; why do we feel so pressured to give, and what’s considered too much or too little?

All this and more, on this week’s episode of Let’s Talk Service.

In this episode, we discuss:

[0:40] - our frustrations this week

[2:18] - how do our emotions act as barriers to honesty?

[3:15] - Eve’s hammer; an experience

[5:40] - the importance of communication

[9:35] - both sides of the client/service provider relationship

[12:00] - honesty in our industry

[13:37] - annoyance clouds our judgment

[15:02] - the varied ways people speak to me

In this episode of Let’s Talk Service, Eve considers the importance of forging bonds with the people we work with, specifically with cleaning staff, and the impact this can have on the work provided, and future relationships.

Eve ponders the effects of making staff feel valued, and how this might alter their output and the quality of their work. She also delves into the importance of setting out requirements before a job begins. 

Just how important is it to do your research before working with a cleaning company? And how do differing standards influence decisions? All this and more on this episode of Let’s Talk Service.

In this episode, we discuss:

[0:55] - The example of cleaning

[2:52] - The importance of doing your homework

[5:55] - Being clear with your requirements

[6:54] - Who supplies what in this partnership?

[8:24] - Pricing

[10:00] - Feedback is from both sides

In this episode of Let’s Talk Service, Eve ponders a recent shift in the service industry.

 She examines the dichotomy between the emergence of ever-more-advancing technology and receiving a top level of service, and considers whether a lack of personalized service is turning too many potential customers off.

Questions like ‘Can chatbots show warmth?’ and ‘Is familiarity with service providers detrimental?’ are also looked into.

Join Eve as she tries to discover the reasons for the gaps in the service industry, explains the importance of honesty between all parties, and asks ‘Where has all the service gone?’

In this episode, we discuss:

[0:48] - What does it mean to be a customer today?

[2:12] - How do we keep up with expectations?

[3:03] - Gaps in service providers

[4:00] - Equal focus on clients and vendors

[6:20] - Understanding our vendors

[8:10] - The shift is in the value

[9:10] - What makes a service provider good?

[11:10] - Taking pride in growing a business

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In this episode of Let’s Talk Service, Eve looks into the concept of the timed table, a necessary tactic for restaurants and bars during the Covid-19 pandemic.  

90 minutes might sound like long enough to enjoy a nice meal out at a restaurant, but is it? What about circumstances where it’s not enough? And what’s best for both the restaurant and the customer to manage the situation? Eve answers these questions and discusses how to achieve a balance between a restaurant making money, and keeping its customers satisfied. 

In this episode, we discuss:

Timestamps:

[01:11] - What is a timed table?

[02:21] - Eve’s experience with a local restaurant

[04:50] - Evoking an emotional reaction

[05:20] - Managing expectations

[07.26] - Understanding both sides

We’re delighted to welcome you back to Let’s Talk Service. Our host is Eve Ward, founder of Bond and Des Voeux, a move concierge and relocation firm, and she’ll be discussing all things service; the good, the bad, and everything in between. Join us every other Tuesday for new episodes.

On today’s episode of Let’s Talk Service, Eve applies customer service knowledge to guide us through the world of real estate. She discusses the importance of setting clear expectations with the realtor or real estate agent, how to build trust with your realtor to foster a long-term partnership, and how being clear about your desire for ongoing communication can set your realty experience up for success.

This episode, we discuss:

[02:30] The importance of doing your homework

[08:31] Building trust within the interview process

[12:46] Setting expectations for continued communication

Thank you for listening! I'd love you to join me for a new episode every other Tuesday and hear from our guests and their perspective on fabulous customer service. If you’re interested in more information, check out Bond and Des Voeux on Instagram!

Over the past few episodes of Let’s Talk Service, we’ve discussed the role we all take on as customers, how to remedy apathy in the customer service world, and how customer service is a partnership between the customer and the business. Join us on today's episode, where we are reviewing these notions specifically through the lens of contractors that provide service within the home.

This episode, we discuss:

[05:17] What to do before inviting a contractor into your home

[05:53] An example of taking responsibility and control when hiring a contractor

[08:35] Ways to mitigate risks from the start of the project

[10:02] Setting clear expectations

Thank you for listening! I'd love you to join me for a new episode every other Tuesday and hear from our guests and their perspective on fabulous customer service. If you’re interested in more information, check out Bond and Des Voeux on Instagram!