In the past, businesses used to be community centric to the point where many business owners knew each of their customers by name. The only “demographics” they thought about were which people lived in their neighborhood. Nowadays, the increase in globalization and introduction of the internet has completely revolutionized how we as a society communicate with and view customers. Customers are thought of as groups and numbers rather than individual people.
In the field service industry, techs are in a unique position to get to know the customer better than many other professionals because of how close-to-home (literally) the work they perform is. While this has its pros, there are also a lot of cons to working so closely with customers, one being the heightened expectations they have.
A way to curb these expectations and improve relationships is to really get to know your customer. A tech is more than just a tech. They’re a teacher, a sales person, an expert, and a confidant for the customer. Not knowing who your customer is when your techs are wearing so many hats can have a negative impact in the long run. It’s time to get to know them!
1. Use the power of the internet
Just because customer service isn’t the same as what it used to be, shying away from modern forms of communication can have a negative impact on customer relationships. Have new customers create profiles on your website with their emails, names, addresses, and other useful information. This a great way to keep track of their data for future jobs, get to know your customer better, and keep in touch! Social media is a great way to communicate directly with current and potential customers, and join the conversation about what customers are looking for and how you can better serve them.
2. Don’t be afraid to ask!
There’s nothing wrong with asking your customers to fill out a survey when a job is completed. You can gain valuable insights about what the customer needs, wants, and expects. Alternatively, talking to them directly and asking them if there’s anything your company can do to improve in the future is a great way to break down any pre-existing walls the customer may have thought existed about transparency between the company and the job.
3. Don’t assume you know them
As humans, we’re often quick to make assumptions, even when we know that customers come in all shapes and sizes. Just because you go to the same neighborhood over and over again for jobs, doesn’t mean that you know those customers past face value. Assumptions can lead us to say things that don’t come off as intended, lose out on potential relationships, and ultimately damage others. Implementing field service software is a great way to avoid some of these assumptions. Providing techs with the proper information they need regarding a job or specific customer can reduce the potential of assumptions and help the job run smoother.
4. Get reviewed
Set up an area for reviews on your website, a Google My Business, a Yelp account, and other sites where customers can review your business and services. Read them! The good, the bad, and the ugly. While reviews aren’t always what you want to hear, they often provide valuable insights into what you can do to improve upon or change. More importantly, they allow you to really get to know your customer and what they thought about your service. Asking for reviews after you complete a job shows your customers that you value their experience and want to hear about it.
5. Talk to them
This seems like it should go without saying, but many people forget to talk to their customers about what they need. Open up the lines of communication and get to know each other. You’ll gain valuable insights and they’ll gain peace of mind knowing they chose a company who really cares about them.
Getting to know your customers isn’t something that can happen overnight, but implementing these changes can help current and future customers understand that you’re in it for the long haul.
Understanding your customers better can start with the click of a button. Using field service software can improve your customer relationships and allow you to stay more connected with them and the work that needs to be done. Pointman offers field service software to help streamline operations, digitize workflows, improve communication, and increase sales.
Learn more about how Pointman can help your business get closer to its customers and improve the way you do business.