- THE MAGAZINE
What does it mean to “provide great service?” When you think about companies that provide you with great service, what exactly are they doing that makes you feel this way? Are you taking notes, replicating and implementing these tactics in the service that you are providing your customers?
It all starts with your advertising. This is the first point of contact with your customers. Are you utilizing methods to make them feel good about using you? Are you focusing your attention on the end result or the issue that they have? Is it better to have a scary picture of a flood-damaged home or a picture of a clean, put-together home? The customer wants to feel good about your service, not be scared by your advertising.
Every interaction is another opportunity to make a great impression. The person answering your phone at your business has to understand the importance of making a great impression. This conversation is crucial to the overall success. Is the employee friendly? Do they have a structured outline to follow to make the conversation flow with ease? Are they picking up on the customer’s needs and providing solutions? Overall, are you making it as easy as possible for the customer to use your services?
The person that is going to the home to perform the work must also be an expert at customer service. This is the first time a face is being seen to represent your company. This is the person on the frontlines of your company. The employee must be sincere, genuine and a great conversationalist. You want the customer and your employee to become friends and to develop trust in your services.
What are you doing after the work is performed? Have you created a follow-up procedure? You want to round off your service with a system that makes the whole experience end in a great way. One way is to have follow-up calls, e-mails or mailed surveys asking for feedback. This way the customer has the opportunity to open up about any part of the service that wasn’t satisfactory. This information is extremely valuable, as it allows you to better the service and gives the customer the confidence that it will be corrected for next time. Otherwise the customer may just assume the unsatisfactory part is standard protocol in your company and may as well use a different company next time.