Kindra K., Marketing Coordinator
What do you think the most important factor is for your business’ success? Some might say it’s having good equipment. Others might say it’s the people you hire that make your business successful. While those are very important contributing factors, we believe that the most influential key to consistent and long-term growth is your customer service.
But what does great customer service look like? Maintaining a healthy relationship with your customers is a lot more than just greeting them with a smile and providing them with quality service. In order to improve your customer retention and boost repeat business, you need to form a relationship with your customers, letting them know you value their business while leaving a lasting impression.
We know how stressful it can be to manage your business and keep up with all of your customer relationships, especially as your company expands. With everything being automated and on-demand, it has become more and more difficult to keep up with customer expectations and show them that you appreciate them. Luckily, we have help from field management software to help boost the quality of your customer service and keep your customers coming back for more. We’ve narrowed down the three most impactful ways you can improve your customer service:
How many times have you had to fix issues with customers that are upset because of a miscommunication? Sometimes communicating with your customers and employees can be difficult. Wires get crossed, information gets lost in transition, and misunderstandings happen all the time. It can be difficult to maintain communication with customers and employees, especially with multiple appointments scheduled in a day lasting anywhere from 40 minutes to 4 hours. These communication issues are far too common and leave a negative effect on how your customer views you and your business.
The best way to solve your communication issues is to create an open line between you and your customer. One way to do this is to send your customer notifications and updates from start to finish. This line of communication begins by confirming that the job has been scheduled. Once you’ve ensured that you’re both on the same page, your next step will be to send them a message to let them know you are on your way. This will show your customer that you value their time just as much as you value your own. If it’s a long job, it’s important to keep them updated on the progress. You should let them know about any updates or setbacks and notify them when the job has been completed.
Once the job is finished and you’ve received their payment, you’ll want to make sure they receive their invoices and are notified that the payment has been processed. Being able to do all of this from a field service management software will save you both time and money, while also creating a record of your interactions for reference later. You’ll find that by having a record of your communication with your customer helps to prevent possible miscommunications in the future.
In a world of smartphones, your customers are used to a high-tech lifestyle, where almost everything they want is available right at their fingertips. This makes having access to online and mobile payments, invoicing, and booking a necessary convenience to keep up client retention.
As a customer, you can pay for almost anything online or with a phone. Your customers practically expect to be able to pay on the spot with their receipt delivered straight to their email. Now, with field service management software, you’re able to do just that. Having the ability to send your customers their estimate or invoice and processing their payment while you’re on the job adds the value of convenience to your transactions while giving you peace of mind knowing that your payment is being collected on the spot.
Similarly, this same convenience can be found through scheduling your appointments. Many of your customers are constantly on the go, making it difficult to find the time to call your office to book an appointment. By giving your customers the option to book online, you’re giving them the freedom to schedule their appointment on their own time exactly the way they want to.
The convenience of booking through your website, Yelp page, Facebook or a third-party app, also saves you time and increases business. Customers that find you online can schedule a job with you right away, automatically appearing on your calendar and reducing the risk of being forgotten, double-booked or lost in translation.
While technology is great for making sure your customer remains satisfied, a big fear amongst business owners is the risk of losing the personal connection you have with each other. However, with many field service management apps you can not only maintain that personal relationship, but you can also expand it.
You’ll notice that as your business grows, so does your customer base. Sometimes keeping track of each of your customers and maintaining a relationship with each one can be a job in itself. It can be easy to lose track of who they are and all of their personal details, but with features like customer notes and tags, you can keep all of those personal details organized and easy to access within your app.
Another feature that helps grow the relationship with your customer is direct and digital marketing. By sending them automatic reminders when it’s time for another service, or extending a special offer to your most loyal customers, you can drive more business for your company while also letting them know you care about them.
Field service management software doesn’t just help you run your business more efficiently, it also helps you drive repeat business and maintain long-lasting relationships with your customers, ultimately saving you time and money. With enhanced customer communication, booking and billing convenience, plus consistent marketing, you will be able to offer your customers something that your competitors don’t while staying top of mind for existing customers. Additionally, it reduces your chances of having an unhappy customer, eliminates unnecessary work, reduces your hourly costs, and prevents any miscommunications.
There are so many resources available, that are built to help manage your business. We recommend that you research your options and choose the solution that works the best for you. In order to make sure that the software you choose is the right one for your business, see if it provides all of the key features that are essential for enhancing your customer service.
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