The 3 Things That Increased Revenue At Adelaide Glaziers — Part 2
Energy Matters
One thing I learned building Adelaide Glaziers was this:
Customers can feel your energy immediately.
When I first started the business, I naturally had that hungry energy. Every call mattered. Every job mattered. You were excited when the phone rang.
But over time, especially once things get busier, you can slowly lose that edge a little bit.
I definitely went through periods where:
- my tone wasn’t good enough,
- I sounded disinterested,
- or I simply wasn’t bringing enough energy to customer calls.
And I noticed something very quickly.
If I sounded flat on the phone, customers would often say:
“Okay no worries, I’ll call you back.”
Most of the time, they never did.
But when I sounded:
“Yep absolutely.”
“Yep no worries.”
“Yep pretty sure we can help.”
…with genuine energy and confidence behind it, I noticed follow-through massively improved.
Not fake salesman energy.
Just engaged.
Interested.
Ready to help.
That can-do attitude really matters.
Customers want to feel like:
- you care,
- you know what you’re doing,
- and you actually want the work.
I also learned how important little engagement words are during conversations.
Simple things like:
“Yep.”
“Okay.”
“Gotcha.”
That stuff matters more than people think.
Otherwise it becomes awkward when a customer is explaining everything and there’s just silence on the other end of the phone.
This entire “energy” category probably changed outcomes in the business more than I realised at the time.
Because people absolutely respond better to positive, attentive, confident communication.
And honestly, I think a lot of tradies lose jobs simply because their energy on the phone isn’t good