|Are You Providing Gold Medal Service?|
Every day in the appliance service industry is sort of like an Olympic event. Just like in the Olympics, there are some servicers who will perform at the highest level and will earn the gold by providing the clients with top notch service and quality work. There are also those that will suffer "the agony of defeat". The differences between the two servicers might be minimal. As we see in the Olympics, very slight differences can have a huge impact. One thing that remains consistent is that nobody even gets to the games with out training and preparation. Training and preparation also have an effect your service calls.
In this first of two posts we look at two out of four aspects of an average service call, and see how the medalists do things.
Scheduling the call:
|Make sure you start things off right.|
The client calls the service company. The phone is answered within three rings by a pleasant person who finds out the problem, the model and serial numbers, and the clients contact information. They are able to schedule the call at a convenient time for the client. They email the client with confirmation of their service time and photo of the tech who will be doing the work. They are also able to make sure that the tech going out to the job is armed with all the info he needs as well as the parts needed to handle the most likely causes of the complaint.
The client calls the service company. The phone is answered by a pleasant person who finds out the problem, the model and serial numbers, and the clients contact information. They are able to schedule the call for service within a reasonable time frame. They are also make sure that the tech going out to the job is is aware of the nature of the complaint and driving a stocked service vehicle. No special adjustments are made to his truck stock in regards to of the symptoms of the complaint.
The client calls the service company. Answering machine takes the clients call. The client receives a return call within an hour at most. They are able to schedule the call within a reasonable time frame and servicer dispatched has several common parts with him, in case that is the cause of the problem. Again, no adjustments are made based on the complaint.
The client calls the service company. Answering machine takes the clients call. The client receives a return call that evening or the next day. Client schedules appointment for the next day at the servicers convenience . The client receives another call the next morning asking what the the problem with the machine is and asking how to get to the clients house.
Didn't make the team:
Client calls several times with no returned call. Finally someone answers the phone with, "This is Joe (Or Hank or Mel-you get the picture, the names have been changed to protect the innocent)". After asking if they have reached the service company, "Joe" makes sure the client is aware of the fees to look at the problem. Advises the client that those repairs can be expensive so he will have to see what is wrong with the machine and then he will be able to quote the repair. The "servicer" stresses that even if he does no repair there will be a charge for the diagnosis-no exceptions!
Arriving At The Call:
|It's the little things that can make a BIG difference|
Prior to arriving at the clients home at the time that was scheduled, the servicer calls to let the client know he is on his way. This sets the client at ease that the stranger at the door is who he says he is. When the servicer arrives he is in a clean vehicle with attractive signage. He is dressed in a clean uniform, is clean and showered, and he has even eaten a breath mint to make sure that his breath is sweet. He greets the client with a smile and reviews the complaint with the client to make sure nothing was lost in translation when the call was scheduled. Before entering the home, he puts on shoe covers with no prompting from the client.
The servicer arrives in a clean vehicle with attractive signage. He has showered that day and is wearing a clean uniform. He greets the client with a smile, reviews the complaint and as he starts to enter the home, the client asks him if he would take off his shoes. He quickly offers to get a pair of shoe covers from his truck to protect the clients floor, which is all the client wanted.
The servicer arrives in a clean vehicle and within a half hour of the scheduled time. He and his uniform are clean. He verifies what the compaint is and apologizes for being late. The clients asks if he could remove his shoes before entering the home to do the repairs and he does so.
The servicer arrives within an hour of the scheduled time. He offers no apologies or explanations. His uniform is clean except for a bit of an oil spot on his shirt. When the client asks to remove his shoes, he complies but tells the client "when you smell these feet you will want me to put the shoes back on" or "I don't usually take off my shoes for a service call, but if you insist..."
Didn't Make the Team:
Eventually the servicer shows up after the client has waited for most of the day. He parks his beat up truck in the customers driveway. The truck has a small leak that the client will notice later. The "servicer" is dressed in a pair of hole-y jeans and his t-shirt has seen better days. When the client asks if he would remove his shoes, he acts offended at the suggestion that he is not good enough to walk on the clients floor and flatly refuses to accommodate the request.
That wraps up the first two events in our "go for the gold" service call, as you can see it isn't easy to get the gold! Tomorrow, we will look at the parts of the call that happen after the servicer enters the home. We will also tell you how you can prove to others in our industry that you are gold medal service company, and make some money in the process. Join us then!
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