The market of field service software is certainly a competitive one. At any given time you could see multiple advertisements claiming to be the best value or “the #1 app,” imploring you to either switch or to choose them. How do you avoid the pitfalls of possibly choosing a solution that harms rather than helps your business? Keep reading before deciding to settle with the first Google search result.
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.
Topics: Customer Service
TV, radio, newspaper, yellow pages, flyers, and word of mouth. The six main ways field service businesses used to go about marketing their services. Nowadays, with Google, Bing, social media, and the decline in network TV and radio users, traditional ways of advertising have fallen by the wayside.
Before jumping on board and hiring a pricey agency or digital marketer to join your team, there are plenty of things you can do for free that can significantly increase the amount of internet traffic coming to your site. Plus, by making these changes, you can positively build relationships with present and future customers.
Customer relationships are sacred. One wrong move can quickly send even a loyal customer searching for a new company to use in the future. Sometimes there are clear indications that a customer is ready to jump ship, other times the reasoning is more subtle, however to the customer - it means everything. Situations like negative customer experience or poor job completion are obvious reasons why a customer would choose to move on, however sometimes there are more factors at play.
There’s been a lot of talk in the industry lately about how artificial intelligence is revolutionizing the field. Specifically, field service software providers are in a unique position because of how they can manipulate certain components of artificial intelligence to benefit those who are in the field service industry.
Topics: Business Owners
Picture this: A tech returns to the office after completing a complicated, lengthy job at a customer’s home. The job was completed without any apparent kinks, however about an hour later you receive a notification for a negative Yelp review regarding that same job! Shocked, you ask the tech why they didn’t let you know that the job had gone awry and customer was unsatisfied. The tech is confused and reports that the job went well, and that they were unaware that the customer had a bad experience.
Time and efficiency are two things that are constantly on the minds of most contractors and home service professionals. One of the most difficult components of running a business involving employees out on the field is communication. Sometimes jobs can be canceled minutes after a tech heads out, other times there is vital information required to perform a job on a returning customer that the necessary personnel may not have access to. Additionally, home service professionals and contractors face the problem of experiencing miscommunication between employees on the field and back office operations, causing unnecessary, repeat paperwork, improper or missing information, and a lot of frustration.
Running your own business, especially one in the competitive world of contracting, has its challenges. Keeping up with numerous competitors, as well as updating to fit in with the digital age can feel next to impossible at times. When looking for digital solutions that coincide with your business, which do you choose? What do you look for, and most importantly, will it even make a difference?
A service dispatcher is one that comes with a variety of responsibilities and requires a distinct skill set. Essentially, a dispatcher acts as the middleman between customers and the service technicians. Communicating with customers, setting up services, relaying information to workers, and keeping careful records of services and transactions. Below is a comparison how the daily routine of a dispatcher is different when service technicians are using mobile technology.
For a home services company, a contract is one of the most important tools they can have to help them have a successful home services business. In California, a written contract is required for all home improvement projects over $500. A home improvement contract and any changes made to that contract must be in easy to understand, legible formatting, and inform the customer of his or her rights to cancel or rescind the contract. Scout, powered by Pointman can help home services companies digitalize their contracts, which helps open the lines of communication between them and their customers, as well as help them follow California Law. Below is a quick look how Scout can make your management of contracts better.