All things fleet tracking – industry news and best practices
BEWARE: 4 Ghoulish Mistakes of Service Calls
Posted on 10/25/2013 by AKilgore | 0 Comments
What’s scarier than Hannibal Lecter, Freddy Krueger, and Michael Myers? Unhappy customers. Ok, they’re probably not that scary, but if they’ve just received poor service, it could be close.
In the service industry, there are a few mistakes that, if made frequently, can lead a business down an unwanted path of unhappy customers, lost business, negative reviews—you catch my drift. With Halloween less than a week away, we wanted to share with you 4 ghoulish mistakes of service calls and how you can avoid them:
1. Arriving Late: If you tell a customer you’re going to be there by 11 A.M. and show up at 2 P.M., don’t be surprised if your customer goes Alfred Hitchcock’s “Psycho” on you. (Kidding, of course.) Your customers have schedules too, so it’s important to be mindful of that. With a GPS fleet tracking solution, you can provide your customers with accurate ETA’s, so they won’t ever have to be kept waiting.
2. Showing Up Unprepared: What happens if your tech shows up to an appointment and realizes he doesn’t have the right equipment to perform the job? You’re looking at a follow-up appointment, lost time and fuel and a disgruntled customer. But with fleet tracking and dispatching functionality, you can send the closest vehicle to a location and assure the customer that the job will get done. Rule #1 in surviving a horror movie (and service appointment)…always be prepared.
3. Failing to Follow Up: Going back to the story of the technician who didn’t have the right tools. Let’s say they re-scheduled for two days later, but two days later comes and goes and no one shows up. Now you’re left with trying to find what went wrong in the scheduling process and one scary creature—err, I mean, customer. A GPS fleet tracking solution and job schedule board can help streamline the scheduling processes by allowing you to create and assigns jobs as well as view the status of jobs. This makes it simple to schedule jobs at the right time for the right person.
4. Talking Down to Customers: You know what sets off suppressed psychic powers in a person and causes them to go off? Not being nice. Well at least that’s what happened in “Carrie.” No matter what the case is, if a customer feels they are being talked down to, they’re more than likely to take their business elsewhere. It’s important to be patient with customers. Take the time to walk them through the process, explaining the procedures. This helps build trust, making them likely to use your business again.