I’ve been picking on our front line technician’s on-site efficiency a lot lately. Everything from making fewer trips out to the truck to maintaining an organized van to no more lost tools and safety equipment!
Then a while back I changed over to the on-the-job Moments of Truth (MOT) our tech’s create. (For example, I LOVE this “Immediate Action” strategy!) And last week we focused on the “How and Why of Personal Thank You Notes”! But now let’s pick on you and/or your office staff!
So how can your office (or you) increase production efficiency AND make great MOT’s over the phone! For example…
When your technicians are on their way to a client your office should always call ahead, give the estimated arrival time AND the name(s) of the tech(s).
Yes, I know. Right now your your techs are personally calling their next job to tell the customer they are on the way. But let me play “Devil’s Advocate” here! A) Calling while driving is a safety hazard, B) your techs can’t hear while their machinery is running and C) calling their next customer at any other time than “A” or “B” is going to affect your employee’s production efficiency! Plus I wanted my office staff to always know how our tech’s day was going!
Here’s the deal. By your office controlling this “call-ahead” phone call you have eliminated a potentially unprofessional contact by your harried tech. (Who should be concentrating on their driving anyway!) Another benefit? This gave my office staff just one more excuse to chat with the client and build a relationship. Your goal is for the customer to always feel informed and in control.
However, don’t forget that this information process should begin long before your “They Are On Their Way” phone call. For example…
1. Do you e-mail your customer a “How to Get Ready for Your Carpet Cleaning” check list? (You’ll never find a better excuse to request their e-mail address!)
2. Do you have a separate landing page on your web site explaining how to “prep their location” for your cleaning or restoration services?
NOTE: Always pre-show your client photos of your team in action. (Both with a photo album and on your website.) Remember that helping a prospect “pre-visualize” the cleaning process will sway them toward your company.