In the first sequence of Meeting or Exceeding Customer Expectations, we talked mostly about what the office does to impact the customer’s impression of our company. In the field is where the rubber really meets the road. So….
Do your trucks look like Fred Sanford’s truck? Paint peeling, rust, dents, haven’t been washed in forever, papers covering the dash, the floor full of lunch bags and the seats have springs showing? If your trucks are clean, polished, shinny, wrapped or logoed, have some Armor-all on the tires – you will probably exceed your customer’s expectations. At lease they will not think this is some “fly by night” company.
Your technician gets out of the truck that is parked on the street, is dressed in a clean uniform, shined shoes, neat hair, and clean shaven with a big smile on his face. Your customer sees him coming and opens the door just before he gets there. The tech extends his hand with his business card to identify himself, and says “Hello” to the customer. Then, bends to put on his floor savers……
Oh my, this customer is impressed. Have we met or exceeded their expectations? I think so. From the experience on the phone to now a clean truck and technician, the job is 70% sold.
The technician now takes a minute with his StraightForward Price Guide to tell the customer a little more about his company and what our commitments are: things like background checked and drug tested technicians and all the training we have received. The tech then talks about today’s experience and what to expect from this service call. He will get the commitment for the Service Fee and what that pays for. Then before he even looks at today’s issue, he can discuss what probably caused the problem that requires service today, and what price range it will cost to remedy the situation.
At this point, most customers are saying to themselves, “I made the right choice calling this company. They are so professional.”
Now, look at the issue the customer is having today. Determine what needs to be done. Should we repair or replace? What choices are you offering the customer? Have their needs changed over time? Will their needs be changing in the near future? How long do they plan to remain in the home? Have you explained everything before you start quoting prices? What about the warranties? Always cover the warranty before you quote the price. Did the customer say yes? Of course they did because you are exceeding their expectations!
Okay, you sold the job. Do you lay down a rug or tarp to protect the floor, or a mat to protect the countertop if working inside the home? If you do a roof repair, did you cover the shrubs and flowers so nothing could fall on them? Remember, the customer is still watching. Did you make the repair and then clean everything surrounding it? I do mean everything close by; plumbers, if you rebuild a toilet, did you clean it top to bottom? Maybe even clean the lavatory sink too and make it shine. Everything always works better when it is clean. HVAC techs, when you pull the cover off the condensing unit, did you clean the leaves out of it before you finished the job? It is those little things that take a customer from meeting expectations to exceeding them. And, in today’s world where most people just do not care, it is not hard to really stand out with exceptional service.
When you exceed the customer’s expectations, they buy clubs, they buy your add-on items, and spend more because they are comfortable with you and your company. Where do you stand? Are you exceeding your customer’s expectations?
Until next time SGI. Have a great day!