In the field service industry, technicians are the primary face of a company for many customers. This puts a lot of pressure on techs to have outstanding customer service so customers are satisfied and will contact you for future jobs.
Have you ever traveled to a different city and have some last minute transportation changes? For most of us, nowadays. We know that if rental car trouble or lack of parking is an issue, we can turn to handy services like Lyft and Uber to pick us up. The wait time is minimal, the service is (typically) impressive, affordable, and gets you from point A to point B with ease.
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.
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.
According to MarketingCharts.com, some 53% of US customers surveyed in 2015 reported having switched a service provider during the prior year due to poor service. More than half of those customers said they would have not switched if the service technicians had done things differently. In order to keep your customers happy, here are 3 customer service pain points your service technicians should avoid:
67% of consumers use social media for customer service, as well as to post reviews on service they received. The field service industry is ultra competitive, so start differentiating your company from the competition by providing outstanding customer service and using field service management software to give customers more content to post for their glowing reviews. Emailing "before" and "after" photos with a customer's invoice given directly from the service technicians' mobile device gives the customer content to add to their review and will differentiate you from your peers. Check the video below to see how you can add photos with field service management software:
Field Technicians are the face of many companies and now mobile technology investments must shift in focus from just cutting costs and increasing efficiency to really being about the customer. When looking for mobile technologies, companies must ask themselves the following questions:
- How can this technology make my company meet and exceed our customers’ expectations?
- How can this technology give the best impression of our company?
- How can technology help with customer satisfaction and help our company work toward continuous improvement?
As a business owner you know how important first impressions are. In the residential home services industry, first impressions are crucial. Research states a field technician only has seven seconds to make a good impression. Field Service Software can provide information on the customer's history at the worksite allowing the field technicians to make a great first impression. Check out the video below to see how your service technicians can make a meaningful first impression.
Today’s advanced technology offers new ways for service providers to lower expenses and improve their bottom line. Implementing field service software presents several advantages to advance your business processes as well as enhance the customer experience. Take a look at how field service software can improve your company’s bottom line while also keeping your customers pleased.
These days, with online business review tools like Yelp, ReviewBuzz, Facebook, and Angie's List, customers are more empowered, so it is imperative for HVAC companies to raise customer satisfaction levels. The most successful HVAC companies regard customer satisfaction as their leading measurement for success. The best-in-class HVAC service companies employ HVAC service software to help raise customer satisfaction levels by making the service technicans a trusted advisor.