Whenever I speak on the subject of Proactive Service® , invariably someone will ask me how do we really know how we are doing? I mention that there are several measures to consider. Higher sales and revenues, increased customer satisfaction and improved levels of customer retention are just a few to consider. However, if you really want to know how you are doing, here are 2 questions to ask your customers through your surveys and during face-to-face visits:
- Do our technicians bring you ideas that will help you operate more effectively?
- Do you feel that you are better off for having known us?
The first question, “Do our technicians bring you ideas that will help you operate more effectively?”, goes to the heart of Proactive Service® – engaging our technicians in proactive business development. The idea is to ensure our technicians recognize that service is more than simply fixing things. Service also includes ensuring that our technicians use their experience and expertise to look for opportunities to help their customers and take the initiative to discuss their ideas with them. The response to this question will give you insight into what is really happening in the field. Read more ›
