What Is Expected of You as a HandyMatt Team Member
Overview
Joining the HandyMatt team isn’t just about being an Austin handyman; it’s about becoming part of a premier, referral-driven company focused on serving Austin’s most competent professionals.
At HandyMatt, our mission is simple yet powerful:
“To deliver a premier handyman experience and services to our clientele in order to create distraction-free and aesthetic surroundings that enhance their lives.”
Here’s what we expect from each team member to help us fulfill this mission:
1. Delivering World-Class Service Every Time
At HandyMatt, we don’t settle for anything less than excellence. We recognize there are four levels of service that any company or individual can deliver, namely:
Rip-Off: Doing no work but taking payment. This is the exchange level of the criminally inclined.
Poor: Holding a poor standard and performing an inferior job, taking too long, leaving a mess, or leaving tasks incomplete. This is the exchange level of failing or struggling businesses or people. These in turn leave behind a string of unhappy or unsatisfied customers.
Standard: Meeting expectations—doing the work to an acceptable standard, within an reasonable timeframe. This is a good standard that most businesses strive for.
World-Class: This is where HandyMatt sets the bar. World-class service means going above and beyond expectations. It means communicating well with your client and really understand their needs. It means identifying with them and making your presence enjoyable. It means not only delivering exceptional quality, but noticing a squeaky hinge and putting some lubricant on it or other small issues. Or noticing an issue and suggesting solution to help the client avoid costly repairs in the future.
World Class Service examples:
“The project is completed if you’d like to take a look at it. Additionally I noticed that the front door was squeaking so I put a little lubricant on the hinges so now it’s smooth again.”
“…I noticed the strike plate on one of your doors was misaligned and wasn’t latching properly so I adjusted it so now the door stays closed.”
“…I saw some of your wires were hanging down from behind your TV so I zip tied them out of sight so you have a cleaner look.”
“…I noticed the caulking is cracking around the bath, is this something you’d like us to take care of to prevent water from seeping into your walls?”
“…I noticed the UV from the sun has diminished the lacquer on the front door, but the stain is still nice and intact. Shall we schedule to return to sand and getting a few protective coats on it so you don’t have to do a costly full sanding and re-staining in the future?”
“…I noticed that the weather stripping on your front door has deteriorated and air is coming through, Do you want us to schedule to replace that and help save you on your energy bills?”
“…I saw some paint on the wood floor, from previous word done and got it removed for you.”
This level of service is what makes our clients not only satisfied but delighted and helps enhance their lives, our mission statement.
2. Upholding a Professional Image
We take pride in presenting ourselves as Austin’s premium handyman service provider. This means that every HandyMatt team member must maintain high standards in terms of:
Appearance: Arrive at each job well-groomed, with good hygiene, which means no unpleasant body odor or breath and in professional attire that reflects our brand.
Communication: Be courteous, respectful, and clear in all client interactions. Whether it’s explaining how you’ll address their project, updating a client on timing, or simply greeting them, professionalism is key.
Work Quality: Perform each job meticulously and leave every work area cleaner than you found it. Our reputation is built on reliability, trustworthiness, and the kind of professionalism that clients expect from a high-end service.
3. Focusing on Customer Satisfaction
HandyMatt’s focus on customer satisfaction is unwavering. Every service we provide, whether it’s TV mounting, light fixture installation, or drywall repair, should be delivered with the goal of achieving nothing less than a 5-star experience. Our clientele hold themselves to very high standards and achieve an incredible amount. Such people inherently hope and expect that from others too. They want a seamless, stress-free service, and it’s your role to make sure that occurs.
Attention to Detail: From small adjustments to larger installations, pay close attention to detail in every aspect of your work.
Client Comfort: Create an experience where clients feel comfortable, valued, and respected. Listen actively to their needs and concerns, and go the extra mile to ensure they’re completely satisfied with your work.
4. Being the Best in the Industry
HandyMatt provides the full spectrum of handyman services here in Austin. While you were hired because of your high level of skill in many different areas, true professionals are always improving and learning to be more efficiently and achieve higher standards. Look up references online to help you improve your knowledge, skillsets and learn more efficient systems. Being the best Austin handyman requires constant improvement.
5. Adapting to Client Needs Autonomously
As a HandyMatt team member, you’ll often work autonomously on-site, handling tasks independently. This requires you to:
Problem-Solve on the Spot: Take initiative in identifying and resolving issues, even those not initially pointed out by the client.
Manage Time Efficiently: Complete tasks within the estimated timeframe without compromising on quality.
Prioritize Client Comfort: Aim to complete jobs with minimal disruption to the client’s daily routine, respecting their space and time.
6. Integrity and Accountability
HandyMatt has built its brand on trust and transparency. Every team member is expected to work with integrity and hold themselves accountable. This includes:
Punctuality: Arriving on time to every job, consistently.
Honesty: Being straightforward with clients about what can be achieved, the scope of work, and the timeframe.
Accountability: Owning up to any mistakes and taking steps to correct them promptly (which includes alerting management to any time that needs to be deducted off of the clients billing for time spent addressing mistakes).
7. Documenting Work and Ensuring Client Satisfaction
At the end of each job (if the client at the property), do a walk-through with the client and show off your excellent work and ensure they are fully satisfied with it and answer any questions. This interaction reinforces our commitment to service excellence and builds trust with our clients.
Additionally, before and after photos should be taken to document each project, ensuring all work meets HandyMatt’s standards. These photos should be forwarded to the team for record-keeping and quality control. This documentation is essential for upholding the quality and accountability that our reputation is built upon.
8. Commitment to Long-Term Service
HandyMatt isn’t just looking for temporary hires; we want team members who are committed to growing with us. This role isn’t a short-term gig—it’s an opportunity to be part of a trusted, high-end handyman service that values consistency, reliability, and long-term relationships with both clients and staff.
If you have other plans for your career within the next six months, HandyMatt isn’t the right fit. We’re seeking professionals who see themselves as part of HandyMatt’s future, dedicated to building a fulfilling career here.
Join a Team That Delivers Excellence
HandyMatt isn’t just another Austin handyman service; it’s a company where excellence is the standard. We’re here to execute our mission statement and enhance our clients’ lives—a mission that’s as fun as it is rewarding. We recognize and reward excellence, and we’re looking for individuals ready to grow with us.
If this sounds like the team and mission you’d thrive in, we encourage you to apply and become part of Austin’s most respected handyman service.