Something that I believe is overlooked in the service industry is the ‘Customer Guidance’ aspect.
When was the last time you looked at the guidance you provide to your customers throughout the visit / quoting / work process in terms of what they can expect, what they might need to do and what happens next?
Do you find that you turn up to quote for or do a job and the customer hasn’t thought to:-
- Clear the area for you?
- Turn off the boiler?
- Clear access to the cupboard you need to get to?
- Find the right keys?
- Make a plan for keeping their dog out of the way?
Why not change your email and SMS templates to include a ‘Visit Preparation’ section?
Use this to guide the customer through what they specifically need to do or think about before your team arrives. This means that your team can get in, get on with the job and get out quicker, with less hassle and frustration.
It’s a simple thing, but it leaves the customer feeling like you know what you’re doing, and that they’ve made the right preparations for you.
Do you do this already?
What kind of thing do you ask the customer to do?
