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FleetFocus

All things fleet tracking – industry news and best practices


Win Over “LOTS” of Customers – Listen, Observe, Think, Speak

Posted on 10/14/2013 by Adrienne Sallerson  |  0 Comments

Win Over “LOTS” of Customers – Listen, Observe, Think, Speak

How would you describe your approach to customer service? One company mentioned in a recent SmartVan.com article uses the acronym “LOTS” to ensure their customers are happy. What does “LOTS” stand for? Listen, observe, think and speak. Check out how you can use this approach to improve your overall service levels and increase sales:

  1. Listen: Your customers want to be heard. When you listen to your customers, it shows that you care about their thoughts and opinions.
  2. Observe: As soon as you enter the customer site, it’s important to observe the situation. Is the customer greeting you with a smile or can you sense a hint of irritation? Observing the customer’s mood can help you determine the best way to handle the situation.
  3. Think: First impressions are everything.  You might be the first person to interact with the customer face to face, which is why it’s important to choose your words carefully.
  4. Speak: Customers expect you to be the expert. Make sure to answer their questions thoroughly and keep them informed throughout the appointment. Be focused and informative. This shows your customers that they can rely on you to get the job done right. 

Many service businesses are also finding that GPS fleet tracking technology helps to improve customer service. With a fleet tracking solution, you can provide your field employees with the shortest routes to any location, so they can get to job sites quicker.

You can also provide your customers with accurate ETAs, so they never have to be kept waiting around. And if you receive customer complaints about your employees arriving late to appointments, you can log in to the solution and see exactly where your employees were all day. If you find that those employees really were late, you can pull up the proof and hold them accountable for their behavior.

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