Our first “Back to Basics” QuickTIP focused on Value Added Service: “Managing your customer’s experience to provide a consistently high level of perceived value and service.”
“Managing their experience” by building relationships with clients is super important when you deliver a service. (Such as “cleaning carpets” or “restoring a water loss”!) A no-brainer, right?
But the plot thickens when you hire on-site employees. Why? Because the average tech doesn’t know HOW (or even want to) to build relationship with their customers! So you must develop…
Service Systems: “A mental outline, a written script and a “framework” that consistently produces Cheerleader customers.”
Service Systems “make it easier to do it right than to do it wrong” for your techs (and you!) to build a professional relationship with clients that they have nothing-in-common-with!
NOTE: Remember that “Over 80% of how your customer decides if your company did a “good job” or a “bad job” is based on how they FEEL about the people they work with during their experience with your business!”
Whoa! Sounds like you should organize and script this client/technician “Service Encounter”! But how? Let’s talk about it in Part 3 of “Back to Basics”!