By Rosemary Coates
With few exceptions, the provider company is seen as a "necessary evil". Servicing items, once they are offered and in clients' fingers, is often ignored and will be a resource of purchaser dissatisfaction and revenue loss. This pondering ends up in neglected possibilities to transform buyers into advocates and to generate major enterprise revenue.
Complicating box carrier operations is the worldwide nature of commercial – the place your buyers are, the place your items are synthetic. Sourcing international components, coping with the elements provide chain and the funding required are the issues that retain managers up at evening.
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With few exceptions, the provider company is seen as a "necessary evil". Servicing items, when they are bought and in clients' palms, is usually missed and will be a resource of shopper dissatisfaction and revenue loss. This pondering ends up in ignored possibilities to transform shoppers into advocates and to generate major company profit.
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Extra resources for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
You want to keep these most important customers well informed and engaged in the process. You will be rewarded by loyal customers who are advocates for your company. Rule 5 Know the Competition to Avoid Surprises “ Only the paranoid survive” (Andy Grove). We are wired. We can search topics, brands, and business issues pretty much anytime, anywhere in the world. If your customer wants to know about your company or your competitors, he or she can do some fast online research. This environment makes keeping up with what the competition is offering easy to research but hard for you to compete against.
While it’s important to get timely customer perceptions of service, during or just after an event, this should not be the only time you ask them to rate services if you are honestly looking to improve customer loyalty and satisfaction. This is because, besides the emotion that may be involved with a part failure, you may also be asking for money to perform the repairs. These things put the customer in a defensive position, and you are unlikely to get insightful information about your business. The best time to gather customer information regarding field service expectations is in the course of talking about new products.
In these cases, your service executive or director should call the customer C-level executive and apologize. Give realistic estimates for repair, and perhaps, tell the executive you are going to make suggestions, after the issue is resolved, about how to avoid future disruptions. This may include things like more frequent maintenance or the purchase of redundant systems for critical business processes. Professor Morris Cohen of The Wharton School notes, “The objective of service is to generate customer satisfaction.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates