Connecting with Customers

Some consumers are loyal to particular tradespeople due to excellent service provided in the past. Other consumers will choose a tradie based on other factors such as price, availability to attend to a job quickly, or the convenience of getting quotes online. How you promote your business and offer quotes could make a difference to your customer base.

The online marketplace

Consumers are increasingly using websites and apps to engage with businesses. This includes searching for a licensed tradie, checking independent reviews and requesting and accepting quotes. There are several platforms that help to connect tradespeople with consumers who are looking for trades services. If you’re considering signing up to an online marketplace, do some research first to find out how each process works and the costs involved for your business. The fees charged might include a monthly membership fee, directory fee, commission for each job or a flat fee per referral.

In some cases, quotes can be provided and accepted through the platform’s website or app. Some platforms also help to manage payments. Customers pay upfront via the platform, and when both the customer and tradie report that the job is complete the payment is released to the tradie. Other platforms provide services that are more limited to marketing and promotions.

After considering the costs involved and the services provided by the platform, you can determine whether this will be suitable for your business.

Advertising and promotion

The Australian Consumer Law applies to all promotions of your business including via your website, social media, other online platforms, radio, TV, local newspapers and your trade vehicle.

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The information you provide must be true and not misleading in any way about things such as:

• Your experience in performing certain work • Customer reviews

• Awards you’ve won • Special offers for customers • Being a member of an organisation.

The Plumbers, Gas Fitters and Electricians Act 1995 also requires that you include your licence number in any advertising. Consumer and Business Services (CBS) regularly monitors advertising and promotional activities by tradespeople, and where breaches are detected the business could face compliance action such as a warning letter, expiation or prosecution.

Providing quotes

It’s usually best to provide written quotes, so it’s clear what’s included and the likely extra costs. When providing quotes online, make sure you keep a copy for your records. This could be an email record, or for quotes provided via an online marketplace you could take a screenshot or print a copy.

Once a customer accepts your quote, you have a contract with them. Be aware that a 10-day cooling off period may apply in some circumstances. For example, if a customer asks you to quote for a garden irrigation system, they are not inviting you to sell them the system or related plumbing services. If you negotiate a sale at the time of providing the quote, this would be an unsolicited consumer agreement. You shouldn’t start any work or take any payment for 10 days.

Once the job is complete, and if the customer is happy, they may post a favourable review online and provide positive feedback to their friends and family.

Further information

For more information about consumer laws and advertising, see the guide ‘Avoiding unfair business practices’ which is available on the CBS website at cbs.sa.gov.au.

For more information about your responsibilities as a licensed plumber, contact CBS via occupational@sa.gov.au or phone 131 882.