Tips for Technicians: 5 Ways to Fulfill Client Expectations
By: Johannes Guese, Director of Service Provider Management
To become a leader in the service industry it is essential that you provide the best services possible and meet or exceed client expectations without hesitation. It’s no mystery that the happier the consumer is the more your business grows and succeeds.
In order to be a leading service provider, it is important to practice the following and always keep them in mind.
1. Meet the Basic and Core Expectations
The last thing you want to do is leave a customer dissatisfied and unimpressed; but unfortunately, it happens all the time. Actions such as leaving jobs incomplete and messy or having technicians inappropriately dressed and incapable of performing their job can leave a customer annoyed and more likely to give you a poor review. Being organized, clean, neat and professional can make all the difference in establishing a solid reputation and client relationship. Think about how you would want to be treated by a service provider and then provide the same quality experience you would expect to receive.
2. Stick to a Strict Timeline
If the client is given a timeframe to expect a technician or a service quote then there is no excuse not to meet those deadlines! By providing a timeframe you are saying that you are capable of taking on the job and completing it. If complications arise, call to explain the situation to the client so they understand. Your client will appreciate it and companies need timelines so that they can avoid a disruption in day-to-day business.
3. Communicate, Communicate, Communicate
Keeping an open line of communication is a crucial. The customer needs to be informed and approve of all work actions being taken in order to complete the job. For example, if you need to open a portion of drywall in order to fix a piece of equipment, explain the steps that need to be taken and get approval for your process to repair the wall once the job is complete. Even brief communications such as checking in before arriving and checking out before departure will keep the client in the loop. Technicians should never show up to a location unannounced, always call first so the facility knows when to expect you. By utilizing up-to-date software, such as fmPilot, providers are able to keep a work order updated in real time while onsite using a mobile app.
4. Always Provide a Solid Repair or Reliable Temporary Solution
Simply put, always try to provide a solution to the problem in the same day, if you can’t – offer a short-term solution. For example, parts may need to be ordered to complete a repair, causing a delay, this doesn’t mean a technical problem can be left waiting. You never want to leave a client with the impression that you are not doing everything you can to fix the problem. By offering a reliable but temporary solution, you demonstrate that you are doing everything possible while continuing to work on a final solution.
The job is not complete when a technician leaves a location in the field. Your last step before considering a job complete should be to follow-up with the customer so that you can confirm the job was completed to their satisfaction. By doing so, you will send a message that you care about the quality of your work and get an idea of how satisfied the customer is with your technicians performance. Service providers are always looking to improve their service and this includes ensuring that they have the best technicians representing their brand.
Industry leaders provide the best service possible and meet or exceed client expectations without hesitation. By practicing these simple tasks you can elevate your brand and take your service provider business to the next level. Keeping clients happy and impressed can secure return business and references to new clients, and who wouldn’t want that?