5 ways you're killing your reputation

For plumbers, mechanics, general contractors, HVAC folks, electricians, and every skilled trade.

5 Reputation-Killing Mistakes That Are Crushing Your Trade Business

Let's talk about habits that are killing repeat business and referrals. After years working with tradespeople across the board (as a service provider and a customer), I've seen great plumbers, electricians, etc. lose business over these simple mistakes. Here's how to keep your reputation rock-solid, no matter what trade you're in.

Leaving a Mess Behind

Nothing ticks off customers more than finding a disaster area after you leave. I'm talking drywall dust on furniture, metal shavings in the carpet, oily footprints on the garage floor, or refrigerant line debris in the bushes. I get it - you're focused on the technical work, not playing housekeeper. But here's the truth: customers remember the mess long after they forget your perfect installation or repair. Pro tip: Those little gestures like wiping down surfaces or putting down drop cloths? That's the difference between a one-time job and a customer for life.

The "It'll Only Take an Hour" Syndrome

We've all done it - underestimated a job and made promises we couldn't keep. Maybe you didn't spot that rotted subfloor, that cracked engine head, that aluminum wiring, or that rusted-out drain pipe. But telling a customer "one hour" and billing them for four is a fast track to bad reviews. Be straight with people from the start: "Hey, I think this will take about X time, but let me check a few things first to make sure there aren't any surprises." Customers appreciate honesty more than optimistic guesses.

Ghost Mode After the Job

You finish the work, get paid, and disappear faster than a shop rag on a busy day. Then a week later, the customer has a question about their new furnace settings, wants to know about that noise their car's making, or can't remember how to reset their circuit breaker. Look, nobody likes getting calls about finished jobs, but ghosting customers is terrible for business. Give them a way to reach you for follow-up questions, and actually respond when they call. A two-minute phone call can save your reputation and lead to referrals.

Skipping the Education Piece

You know why you're replacing that water heater, installing that HVAC system, rebuilding that transmission, or upgrading their electrical panel - but does your customer? Too many trades treat customers like they're on a need-to-know basis. Take a minute to explain what you're doing and why it matters. You don't need to give them a master class in your trade, but helping them understand basic maintenance and care goes a long way. Educated customers appreciate your work more and are more likely to call you back.

The "That's Not My Problem" Attitude

Here's a too-common scene: a tradesperson spots other issues - maybe some mold behind the walls, a failing belt, knob and tube wiring, or a cracked heat exchanger - but doesn't mention it because "that's not what I was called for." Then those problems cause trouble down the line, and guess who gets blamed? The last person who worked there. Always point out safety issues you notice, even if the customer doesn't want them fixed right away. Document what you told them (a quick note on the invoice works), and you're covered when they call back about problems later.

The Bottom Line

Your reputation is everything in the trades. One bad review can undo years of good work, especially in smaller communities where word travels fast. Take pride in your work, treat people's homes and vehicles with respect, and communicate clearly. That's how you build a business that keeps you busy for years to come.

While you build your reputation, Trades CXO is here to cover your accounting and advertising needs, so your business can continue to grow for the long-term. Reach out for a free 30-minute consultation or email us at hello@tradescxo.com.