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Back to Basics with “Service Systems” (part 2)

service-systems-make-cheerleadersOur 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”!

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