It is important that everyone in the organization understands what you want your technicians to do. As a service, technicians will use their knowledge and expertise, their understanding of the customer’s goals and objectives and their proximity to the customer and their business for the purpose of exploring for ways to help that customer make improvements. Once an opportunity is identified, the technician will make the recommendation to the customer and show them how they will benefit. This will only occur when the technician truly believes that their recommended action is in the best interests of the customer. When technicians act in this way, they provide a service that allows the customer to say, “I am better off for having known you.” There is no higher level of service that we can provide.
Blog Archives
You Said “Two” – The Importance of a Good First Impression
“You said ‘two’.” These were the three simple words she spoke to me and they set the tone for our business relationship and a lasting first impression. As I write this, it is early on a Sunday morning in Vancouver. I am staying at a downtown hotel and reviewing the details of a workshop that I am delivering to a group of technicians on Monday. I had decided to take a break and walk a couple of blocks to get some fresh air and cup of coffee.
Spontaneous Empathy – Addressing Concerns Before the Customer Raises Them
It got me to thinking that in the technical service business, circumstances beyond our control often occur to cause us to deliver less than ideal service. A serious traffic delay on a major road or a severe winter storm preventing the delivery of the needed part are just two examples. When those things occur, are our field service teams, dispatchers and other front line staff trained and ready to demonstrate “spontaneous” empathy? Are they aware that, although they may not be responsible for the circumstances that have caused the problem, they are responsible for the ongoing customer experience? Do they know how to communicate this through their words and actions?
5 Mistakes Service Companies Make Asking Technicians to Promote Services
Engaging technicians in promoting services is a focus of many service organizations today – and for good reason. A program of this nature can be a significant differentiator in a highly competitive environment. Technicians who use their expertise and knowledge to recommend products and services that help their customers achieve their goals provide tremendous value. They help their customers recognize that they are better off for having known them. And, a customer who recognizes this value in the relationship is very unlikely to take their business elsewhere.
How is Your Business Really Doing? – Part 2
My point here is that this scoring key can be useful to apply to these two questions about the quality of the Proactive Service® experience you are providing. It will clearly identify the percentage of respondents who will speak positively about you and potentially become “ambassadors” for your company as well as the percentage of those who will speak negatively about you. This helps you focus on both ends of the satisfaction spectrum and focus on minimizing the percentage of “detractors” while maximizing the percentage of “promoters”.
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
