I recently returned from vacation at one of those all-inclusive resorts, and overall, it was a great trip. The hotel was nice, though similar to others. The food was good, but not exceptional. And as for the weather and location, they were also great, but again, similar to other trips. At first I had a hard time putting my finger on what made it stand out from the other vacations I have taken, and then it hit me: the service was outstanding!
There were four main reasons why their service left such a memorable impression. They remembered our names, they remembered our orders, they recommended additional items based on our preferences, and they anticipated our needs ahead of time. All of these things put together resulted in a high level of customer satisfaction.
A field service environment is, of course, different than an all-inclusive resort, since a field service technician interacts with your customers once a month or once a quarter rather than numerous times throughout each day. However, we can still demonstrate that the same actions that the hotel staff performed can be accomplished by your field service workers.
1. Remembering your customer’s names:
Mobile technology enables your field workers to have instant access to customer records prior to the service call. This means field service technicians can review contact names before they arrive at the customer’s home.
2. Remembering your customer’s orders:
Thanks to mobile technology, field workers have instant access to previous service calls prior to the service call they’re about to go on. This makes it easy for service technicians to review prior service reports and adequately answer questions from your customers.
3. Recommending additional items based on your customer’s preferences:
Mobile technology enables your field service staff to review special customer requirements, contract requirements, and equipment service histories, and thus make recommendations for additional services or products.
4. Anticipating your customer’s needs:
Mobile technology can help your technician anticipate future customer needs by providing a complete account history. If it’s an equipment upgrade or a higher tier plan option, having access to customer’s account history enables your field service workers to be ahead of your customer’s needs.
When my friends ask if I would go back to the same resort again, my answer is yes--not because of the hotel or food or weather, but because the people and service at the resort made a huge difference. Your field service technicians can make this same difference for your customers.
Customer service is and always has been an important part of business--if you take care of your customers they will take care of you. Get your field service technicians on board with this type of service, and you’ll find your customers even more satisfied with your services than before.