We all know very well that facial hair doesn't necessarily reflect a person's integrity or ability to do a good job. Neither do tattoos or piercings, although the latter is probably frowned upon more from my generation (40ish) than the next since piercings are the "tats" of the 21st century.
However, we must keep in mind that we are not the recipients of the services provided, our customers are. It is from this standpoint that we must form our opinion since, no matter if it's right or wrong, some people don't feel as comfortable or are as open minded than we hope to be.
Speaking from a residential service perspective, a customer's privacy is somewhat invaded when having to allow a total stranger access to their home, their "stuff", their families. I don't know about your kids but when the TV guys came to fix my LCD (first time an extended warranty paid off, only 1 month left and saved me a grand!), my 2 and 4 year old where standing closely by, marveling at the tools they used, the uniforms they wore and the truck they drove. They even went so far as to get their toy drill, saw and hammer and offered repeatedly to provide a helping hand. Of course I was close by to make sure they didn't bother the techs too much but, I must admit, I was also there to make sure the techs were in line with my kids as well.
I have worked in the industry for over 10 years now and I know that the majority of the guys out there are not only good with kids but usually quite amusing and empathetic to the children they encounter. My point however is that they had access to what I value and protect the most, my family. If I guy walked in with a poor appearance, regardless of it being a torn shirt, unkempt facial hair, strong BO, I would be worried about his treatment of my belongings, my carpets, where he placed his tools since he would have projected an image of someone who didn't care about himself, let alone my stuff.
Whether that perspective is right or wrong is beside the point, I consider myself quite open minded and I know that most people out there would probably be more apprehensive than I would be, whether they demonstrated it to you or now. And that brings up another point. Very rarely will a customer boot you out for their home becomes they don't feel comfortable with your appearance or demeanor, but getting that customer to call you back is another issue altogether. And trust me, if you have to renew your customer base for every call, your marketing budget will be double if not triple of what it should be.
A police officer wears a uniform since he needs to project authority and recognition. Your accountant probably wears a suit and your doctor’s office is probably (and hopefully) one of the cleaner work areas you have visited. These other professionals hold themselves to this standard to project an image which accomplishs a goal, and so should we. Whether your techs sport a beard or not, they should convey a feeling of respect for themselves and their trade which in turns provides the customer with a better opinion of your company. We spend time to make sure we answer the phones with respect, that our trucks looks clean, that are logo's and company names are sober, why would we neglect the most impactful part of the customer experience?
We recommend our customers provide uniforms for their techs, ID badges (print them out on your own, they cost nothing!), shoe protectors, carpet protectors, procedures on how to meet and greet a customer, where to put your toolbox, etc. It's this impression that will not only justify your costs to the customer (cause you’re probably not the cheapest in your area) but that will also make them call you again.
My kids each got a cap from the LCD guys which they wore everyday for about 1 week. They pretended to fix the TV and did so with good language and manners. What better advertisement for the repair company that my kids sporting their uniforms!
You make my kids laugh, you make my kids happy, and I’ll remember that more than anything else.
Marc
