By Errol Allen
There a multitude of in-home service providers in today’s economy. Carpet cleaners, appliance installation/repair, cable TV/internet service just to name a few. When providing service at the customer’s residence, it’s important to have a plan for providing a great customer experience. Take the following into consideration when developing your plan.
Communicate, Communicate, Communicate - Timely communication is a key aspect of your in-home service plan. When your customer sets an appointment, advise the customer that you will contact them again 24 or 48 hours prior just to verify that they will be available at the scheduled time. Provide your customer with instructions on how to cancel or reschedule their appointment. Call the customer again the day of the scheduled appointment. Verify the service to be provided. Make sure that the service provider is clear on the service he/she is to provide. If possible, have the service provider call when en route to the customer’s residence. Your willingness to effectively communicate will set your business apart from the competition.
Before You Ring the Door Bell - I remember having an issue with my home AC unit where service was required. When the service provider arrived, I couldn’t tell what company he represented. No signage on his truck. No uniform. No company ID. And his girlfriend was in the truck with him! Not the way to make the customer feel at ease. It’s important to make a good presentation of one’s company at the customer’s residence. Is the company or contractor vehicle clean with company signage readily visible? Is the service provider dressed in a clean company uniform? Does the service provider present his/her company ID before entering the customer’s residence? Has the service provider slipped on shoe covers so as not to inadvertently soil a customer’s floors. These are all things to consider before ringing the door bell!
The Service Experience – When it comes to the providing a great in-home service experience, two key ingredients are one’s ability to ask the right questions coupled with excellent listening skills. As a service provider, it’s a good idea to establish the service the customer is expecting to receive during your visit. “Sir/Ma’am – I here today to -” just to make sure you and the customer are on the same page before starting the actual physical service process. When at a customer’s residence to resolve an issue another key ingredient to add to your skill set is the ability to ask the right questions? When did the problem start? Where is the noise located? What time of day is the issue most prevalent? By allowing your customer to answer questions, you make them a part of the service experience. Most customers appreciate being asked these questions and it helps one to possibly pinpoint the issue or maybe change resolution strategies.
Rate My Service Please! – It’s important to know how your customer feels about the level of service provided during their in-home service. Customer feedback is important to consistently providing great in-home service experience. While in the customer’s residence, provide a short (5 to 10 questions) survey for the customer to complete right on the spot. The experience is fresh in the customer’s mind which oftentimes leads to a more accurate rating. Offer the survey right before removing equipment, tools or whatever is required for service completion. The customer can complete the survey while you’re loading the truck. Create the survey with what’s important to the customer in mind: Timeliness, Effective Communication, Level of Service Provided, Service Provider Appearance (clean uniform, shoe covers, company ID, etc.) among other possible categories. Customers love to give feedback – let them give their opinion regarding your service. It helps service providers stay on their toes and helps one to determine what’s really important to customers.
In-home service is a big deal in today’s world. Make sure you’re creating great in-home customer experiences by Communicating, making sure service providers create the right impression Before Ringing the Doorbell, providing a great Service Experience and allowing the customer Rate Your Services.