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What is good customer service

There is no real standard for how long you, as a business owner, should wait for a follow-up from a service technician. In this article, I would like to give you a few things to consider. I have been a service technician for a while. While 98% of my clients would have the most positive things to say about me, that number will only grow if you don’t analyze the issues with the other 2%.  

In this article, we will discuss the pain points clients face when working with service technicians. We will also talk about some of the issues service technicians face when dealing with clients, and we can also learn what is good customer service

People talking outside

Here is a short video about choosing the right service provider

People having a meeting at a table

SERVICE

One really good example of issues on the service side is with scheduling. While working in the hotel industry, I was in charge of service for multiple systems, and one of the things I noticed is that there are major problems on the service side with most service providers. I also noticed most of these issues got worse after the pandemic. The below infographic describes some mental health issues caused by COVID 19. 
infographic showing the effects from COVID 19

A study from the American Heart Association shows four of the top mental health issues caused by covid 19

I noticed more companies are focused on bringing in business than they are interested in keeping the business they already have. On the other hand, I also noticed the demand for swift service has also increased. I believe the solution to this problem from the standpoint of the service provider is to have a clear idea of how much time a project will take to complete from the beginning. It is important to follow up when there will be changes.

I also noticed that a lot of service providers sometimes come in and don’t say anything to the client. Sometimes this is because the person who hired them is not there. One golden rule that I had to learn over time is everyone on a client site is impotent.

There was a time in the past when a service provider came to work on the systems at my job. At the time I was a security guard. The gentleman who worked in the building didn’t say anything to me. I was tasked with making sure they got the work done. Of course, after I communicated that to him he spoke with me, but was that good customer service? Regardless of who I was, he should of at least let me know that he was here. I learned that he was here when I was walking around and I happened to see him working. He didn’t do anything wrong.

You have to put yourself in the client’s position. There was one time I was working with an SEO service company. They did an awesome job. But the service manager was not a social person at all. Whenever I asked him a question he got defensive, and he always answered my questions with excuses. It felt like he just didn’t want me to ask him anything. Looking at things from his perspective, he is the best marketer on his team. He provides a good service because he takes great pride in what he does. The conclusion I came up with is he didn’t know he was being rude. Later on, when I had a one-on-one with him I confirmed my suspicions.

Overall a good customer service attitude will help with communication and will go a long way toward avoiding unnecessary ms understanding
Woman standing with a tablet

WHATS A GOOD TIME TO WAIT FOR A FOLLOW UP

It should never take more than 24 hours to get at least an email letting the client know where you are in the project. Effective follow-up can lead to repeat business and positive word-of-mouth referrals. By showing customers that their satisfaction is a top priority, service providers can establish long-term relationships and increase customer retention. Moreover, follow-up can provide valuable feedback to improve services and address any issues that may arise.


In addition, follow-up can also help service providers to identify potential upsell opportunities and expand their revenue streams. By keeping in touch with customers and understanding their needs, service providers can offer additional services or products that may be of interest to them.

CLIENT SERVICE PROVIDER RELATIONSHIP

A really good way to get the most from your service provider is to establish a relationship with them. Imagine trying to give top notch service to a client that don’t communicate with you. The below infographic shows 6 benefits of having a good relationship between the client and the service provider. 

Infographice showing 6 reasons why you should have a good relationship with a service provider copy
Legal meeting in a office at a table

THE INPORTANCE OF HAVING A GOOD SERVICE MANAGER

In any service-oriented business, a good service manager is essential to success. A service manager is responsible for overseeing the delivery of quality services to customers, managing staff, and ensuring customer satisfaction. A good service manager can make a significant difference in the success of a business.


Firstly, a good service manager can help to establish and maintain a high level of customer satisfaction. They are responsible for ensuring that customers receive high-quality services that meet their needs and expectations. They also play a crucial role in handling customer complaints and resolving issues promptly.

Secondly, a good service manager can help to build and maintain a strong team of service providers. They are responsible for recruiting, training, and managing staff to ensure that they have the skills and knowledge needed to deliver quality services to customers. They also provide support and guidance to staff to ensure that they are motivated and engaged in their work.

Lastly, a good service manager can help to drive business growth and profitability. They are responsible for monitoring performance metrics, identifying areas for improvement, and implementing strategies to increase efficiency and productivity. They also play a key role in developing and implementing business plans and budgets.

WHAT IS A SLA?

The best way to ensure you will get the best service from a service provider is the have a Service Level Agreement (SLA) A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service that will be provided. SLAs typically outline the services to be provided, performance metrics, and remedies if the provider fails to meet the agreed-upon service levels.

Having an SLA in place offers several benefits to both parties involved. For the service provider, it provides a clear understanding of the customer’s expectations and enables them to prioritize their resources accordingly. For the customer, an SLA ensures that they receive the level of service they require, while also providing a measure of accountability for the service provider. Overall, having an SLA in place helps to establish a mutually beneficial relationship between the service provider and the customer, leading to improved communication, increased transparency, and better service outcomes. The below infographic outlines important parts of a SLA agreement that requires your attention. 
Infographic showing the most impotent parts of a sla
Three buttons asking how was the service. Good, ok, bad

SERVICE MANAGEMENT SOFTWARE

Service Management Software is a powerful tool that helps businesses streamline their service operations and improve overall customer satisfaction. It is a complete solution that encompasses everything from scheduling and dispatching to invoicing and reporting. With this software, businesses can manage customer requests, assign work orders to technicians, track service history and inventory, create invoices and reports, and more. The software’s mobile capabilities allow technicians to access work orders, customer information, and other important data on their mobile devices, making them more efficient and productive. Service Management Software is an essential tool for businesses looking to provide exceptional service to their customers while saving time and increasing profitability.

Woman signing "ok"

SERVICE REPORTS

A service report is a detailed document that outlines the activities that occurred during a service appointment. These reports are vital for any business that offers services to customers, as they provide a record of the work done and can be used as proof of the quality of the services rendered. Service reports can also help businesses identify areas where they can improve their service delivery, such as identifying recurring issues or customer complaints.

Using service reports can also help businesses to maintain accountability and transparency with their customers. By providing a detailed report of the work done, customers are more likely to trust the business and feel confident in the services they receive. Additionally, service reports can be used by businesses to track their performance and identify areas where they can streamline their processes or improve their customer service.

In summary, service reports are an essential tool for any business that offers services. They provide a record of the work done, help businesses identify areas for improvement, maintain accountability with customers, and track their performance. By using service reports, businesses can ensure that they are providing the best possible service to their customers, and ultimately, improve customer satisfaction and loyalty
Woman texting on her phone

RECORD KEEPING

The benefits of proper record-keeping are numerous. First and foremost, it ensures compliance with legal and regulatory requirements. Accurate and complete records can protect a company from legal disputes and audits. Additionally, it allows businesses to make informed decisions based on historical data and trends. It helps in identifying areas of improvement and making necessary changes to improve the overall efficiency of the organization.


Moreover, record-keeping provides a clear view of the financial health of a business. It helps in tracking the inflow and outflow of cash and enables companies to forecast future financial needs. It also ensures transparency in financial reporting, which is important for building trust with stakeholders.

In conclusion, record-keeping is a critical aspect of any business. It enables companies to operate more efficiently, make informed decisions, and comply with legal and regulatory requirements. Proper record-keeping can help businesses to stay ahead of the competition and achieve long-term success.

WHY CLIENTS HATE WAITING FOR SERVICE

Clients hate waiting for service because it can be a frustrating and time-consuming experience. Waiting for service can lead to feelings of impatience, dissatisfaction, and even anger if the wait time is too long. Additionally, clients may feel that their time and needs are not being valued or prioritized by the service provider. Overall, waiting for service can negatively impact the client’s experience and perception of the service provider. The below image more insight into this prospective. 

infographic showing why clients hate waiting for service providers to follow up with them
Woman talking on a headset

RESCHELULING IS NOT THE SAME AS BREAKING A PROMISE

One issue I encounter a lot is when a contractor says they are going to come and they never show up. The truth is there are lots of things going on, and everyone expects top-notch service so it makes sense that sometimes there will be scheduling issues. It would be better for everyone if the service provider just rescheduled their visit when they can’t make it. Yes, there is the chance that the client might not like the fact that you rescheduled, but how much better do you think it is going to be if you don’t communicate the schedule change to the client? Even if you have to reschedule multiple times it will always be better if you let them know.

Two people shaking hands in a office

SERVICE PROVIDERS SHOULD ALWAYS TRY TO IMPROVE SERVICE

It is important for service providers to always improve their service because it helps them stay ahead of the competition, retain existing customers, and attract new ones. Customers expect high-quality service and are more likely to remain loyal to a business that consistently meets or exceeds their expectations. Additionally, by continually improving their service, providers can identify and address any issues or inefficiencies, leading to increased productivity, cost savings, and overall business success. Ultimately, a commitment to ongoing service improvement is essential for long-term growth and sustainability.
Man texting on his phone

DETIALS MATTER

Details matter a great deal when it comes to service providers because they can often be the difference between a positive experience and a negative one. When you hire a service provider, you are essentially entrusting them with a task or a problem that you need help with. The more details you provide, the better they can understand your needs and expectations, and the more likely they are to deliver a solution that meets or exceeds those expectations. Additionally, paying attention to details can help service providers identify potential issues or challenges before they arise, allowing them to proactively address them and minimize any negative impacts on your experience. Ultimately, a service provider that takes the time to get the details right is more likely to provide a high-quality, personalized service that leaves you feeling satisfied and valued as a customer.

point of sale system accepting a payment from a credit card

BILLING PRACTICES

It is important for service providers to efficiently send invoices for several reasons. First and foremost, timely and accurate invoicing is crucial for maintaining a positive cash flow. If invoices are not sent out in a timely manner, it can delay payment and disrupt the financial stability of the business. Additionally, efficient invoicing can help to build trust with clients, as it demonstrates a commitment to professionalism and reliability. Finally, accurate invoicing ensures that both parties have a clear understanding of the services provided and the associated costs, which can help to avoid disputes or misunderstandings down the line.
Checklist showing what is good customer service

WHY SERVICE PROVIDERS SHOULD NOT CHARGE FOR A QUOTE

A business quote or estimate is a document that outlines the cost of a product or service that a business provides to a potential customer. It includes a breakdown of the costs associated with the project, such as labor, materials, and any other expenses related to the work. A quote is usually provided to a customer before work begins and serves as a formal proposal outlining the cost and scope of the project. Additionally, a quote can be revised or adjusted as needed based on any changes to the project requirements. Overall, a business quote or estimate is an essential tool for businesses to effectively communicate the cost of their services to potential customers while ensuring transparency and fairness. The below infographic describes the quote process. 

Infographic showing the business quote process

It is important for service providers not to charge for a quote because it allows customers to compare prices and services across different providers without incurring any additional costs. Charging for a quote may discourage potential customers from seeking information about the provider’s services, as they may not want to pay a fee just to inquire about pricing or availability. Additionally, a free quote can help establish trust and transparency between the provider and customer, which may lead to a long-lasting business relationship.

Woman at table reading a paper

WHY IS IT INPORTANT FOR SERVICE PROVIDERS TO MAKE SURE PRICING IS ALWAYS THE SAME

It is important for service providers to ensure that pricing is always the same to maintain transparency, consistency, and fairness in their business operations. If prices vary for the same services or products, customers may feel cheated or misled, and it could lead to a loss of trust in the company. Additionally, inconsistent pricing can create confusion, which could lead to customer complaints and negative reviews. By maintaining consistent pricing, service providers can build a reputation for reliability and trustworthiness, which can help to attract and retain customers.

Woman standing with clipboard

CONCLUSION

Based on my observations and experiences, service providers play a crucial role in ensuring customer satisfaction. A good service provider should be knowledgeable, courteous, and efficient. They should be able to communicate effectively with customers and provide timely and effective solutions to their problems. In today’s competitive market, service providers that go above and beyond the call of duty are the ones that succeed in retaining customers and building long-term relationships. Therefore, it is important for businesses to invest in their service providers and provide them with the necessary tools and training to deliver exceptional customer service.

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