We all know someone that it seems no matter where they are, they can make friends with just about anyone.
Someone like that just has a knack for talking to people, and it’s usually because they genuinely enjoy doing so. A trait that is often found in an extroverted person. Outgoing personalities do well in the trades. A talent for communication is a strong tool toward making a first impression and lasting relationships. But that doesn’t mean if you don’t have the natural gift of gab, you’re doomed in the business.
Running any type of business requires attention to detail, calmness in unforeseen circumstances or under pressure, and the ability to think a situation through before reacting, all of which are hallmarks of an introverted personality. You don’t need to be a social butterfly to excel as a pumper; you can lean into your natural tendencies toward observation and work to create an excellent customer experience.
The introvert’s advantage
Introverts often possess an analytical edge that helps with mechanical diagnostics on the job. While a more extroverted person might spend half an hour chatting on the driveway or conversing while performing the pump, the introvert is more likely to be focused on the task at hand and on the subtle signs of a failing drainfield or the specific levels within the tank. This leads to fewer errors and a reputation for thoroughness. In the trades, your work is your primary form of communication. A clean job site and a perfectly functioning system speak louder than any sales pitch.
Strategic communication
Effective communication in the septic industry isn’t just small talk but rather the exchange of high-value information. When you arrive at a property, you can manage your social energy by utilizing a structured and prepared script. Start with a clear greeting that outlines exactly what you are going to do. This sets expectations immediately and reduces the need for spontaneous conversation. If a customer wants to linger, shifting the focus to the technical aspects of their system allows you to speak from a place of expertise rather than social obligation. Explain the “why” behind the maintenance, using your knowledge to guide the interaction toward a productive end.
Don’t burn out
I am an outgoing person. My wife on the other hand is the opposite. She once told me that going to events with a lot of people can be very draining for her. That was eye-opening to me as someone who actually gets energy from those situations.
A big challenge for an introverted business owner is cumulative client interactions. It can be exhausting. To combat this, design your schedule with short periods of downtime. Use the driving time between pumping jobs to reset in silence rather than making phone calls. Implementing an online booking system and automated text notifications for arrival times is another tool that allows you to handle the logistics of the business without the fatigue of constant verbal interaction.
Building trust
Introverts are naturally gifted listeners, a trait can be surprisingly rare in the service industry. When a homeowner describes a slow drain or issue they are experiencing, they want to feel heard. By simply listening and asking pointed, thoughtful questions, you build a level of trust.
You aren’t always there on scheduled routine pumping jobs. Many times service is the result of a problem. In either situation, by providing an accurate written report of your findings after every job, you provide the customer with a sense of value that reinforces your professionalism without requiring you to lecture and explain everything on the spot. This also allows the customer to reread, and take as much time as they need to fully understand the situation at hand.
The most successful tradespeople are the ones who provide the most peace of mind, and there are many strategies and personalities that can provide customers with that feeling.
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