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FleetFocus

All things fleet tracking – industry news and best practices


The Days of Vague Service Windows are Over

Posted on 06/12/2013 by Ashley Jones  |  0 Comments

As a business owner, differentiating yourself in a crowded marketplace is crucial to your success. So, how do you build and retain a customer base and untarnished reputation? You provide superior quality of service.  And how important is the customer experience?

According to Help Scout, consumers tell 9 people about positive experiences and 16 people about negative experiences. And this has only been magnified with services like Angie’s List and the use of social media. So how do you ensure excellent customer service? While you always want your employees to be courteous and professional, providing accurate ETAs is key.

Potential customers aren’t going to accept a five hour vague service “window” when they can quickly move on to one of your competitors. Improving customer communication and letting them know when the technician will be there via a phone call or text improves your service levels, customer retention and bottom line. Point in fact: eight out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.

Telematics provides more than just a “track and trace” solution. GPS fleet tracking solutions are an important business tool to compete with other service and distribution companies and to leverage technology to your advantage.

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