Recently I purchased a new riding lawnmower to take care of the 1/2 acre lawn in my back yard, I should’ve bought it 13 years ago but I digress. Unfortunately, I’ve encountered an electrical problem where something is causing a rapid drain on the battery. After three weeks of wrestling with it I finally called service.
After working through the phone tree, and the initial call screener I landed with an extremely cheerful and helpful phone tech. The moment I got on the phone she apologized in advance saying, “I’m going to forewarn you our computer system is VERY slow today. But that will give us an opportunity to discuss your service problem and maybe get to know each other a little better.” I’m thinking, “Wow, cheerful, helpful, working through a problem of her own and still working to serve me the customer – refreshing”.
After some initial troubleshooting and wrestling with her computer system she informed me that my mower was still under warranty and she could have a service tech dispatched to my house. She asked if I would like that arranged for today. Optimistically I responded, “That would be great”.
“I can have someone show up between 1:00 and 5:00. Will that work for you or do we need to move the appointment to Saturday?”
“1:00 to 5:00?” I thought – looking at my schedule.
“You can’t narrow that down to a specific time?”, I asked.
“No, we contract our service, but I can instruct them to call you 15 minutes before coming out if that will help”? she offered. Not very convenient since I work 30 minutes away from home.
Accepting her helpful offer, I rearranged my entire afternoon to await the arrival of a service tech somewhere between the hours of 1:00 and 5:00.
Really? We can’t do better than a four hour window?
Unfortunately in my experience this is the norm rather than the exception. Companies that fall into this poor service model are sending the message “we don’t value your time” and “we don’t really value you”.
My experience with the service company started out positive. Now I’m just frustrated.
Here are a few tips to help better serve your customers.
- Minimize uncertainty - Don’t make your customers endure the standard “between 8:00 am and noon” nonsense. Set a specific time for the appointment. If something affects that time let the customer now immediately.
- Arrive on Time - Ensure that your technicians arrive on time. Yes things will happen that will impact their schedule. Let the customer know. A simple call will demonstrate that you are considerate of their time and committed to solving their service problem
- Be prepared - Ensure that your technicians have the proper equipment and tools on hand to fix the problem. Work to alleviate any additional delays for the customer.
- Be Thorough & Communicate the problem - it’s easy to get in a rush to get to the next service call. Take the appropriate time with each customer. Don’t rush. Take the time to troubleshoot and fix the problem. Communicate the cause of the problem and the solution to the customer. Taking the extra time will build trust and loyalty. Remember customers are the ones inconvenienced. They are looking for someone help them get back to normal as quickly and efficiently as possible
Remember your customers are talking about you. Make sure they have the best experience possible from the moment they pick up the phone until the service tech leaves their door. Little things can go a long way.
Follow me on Twitter: @jodysedrick and @zenewareinc and @zenewaremobile
ZenTouch is a product of Zenware. Zenware is a Boise Idaho based company that specializes In custom mobile software development, custom iOS development, custom Android development, ipad software development, iphone software development, custom web development, web hosting and Saas based work order management software.