It is a misconception that customers are looking for the best performers when it comes to finding a service provider. In fact, many customers are far more likely to choose a field service provider they can trust over one with stellar performance metrics. And they are willing to pay more for this reliability! So how can you measure how your service engineers and your company rate? Here are 5 reasons customers place their trust in your service personnel and your company!
1. From One Human Being to Another!
Unlike your stereotypical salesperson, service technicians and engineers come equipped with more than charm and a focus on making the sale. Engineers exude the confidence of honed experience, competence, and know-how. And, these technicians have also been on the receiving end of a service call, so they are more conscious of executing great service. A technician who is able to communicate complex issues to customers in a matter-of-fact and accessible manner, while still being friendly and welcoming and empathetic, is a real asset to any service provider.
2. Meets Our Expectations!
Engineers are known for their ability to think outside of the box. And under it, above it, in a four-dimensional sphere around it! That means they come prepared for any eventuality with the right tools and materials to get the job done. Exceptional technicians not only rely on the most cutting edge tools to solve problems, they also apply these tools to streamline the service experience. Engineers turn to technology for real-time updates and company/customer communications, which ensures quick, reliable, and punctual service. They know that the Digital Age has no space for Middle Age solutions! The best service organization often seek out professionals who love the challenge of tackling new challenges.
3. Impressive Qualifications!
What looks like a jumble of letters, characters, and numbers to the untrained eye is perfectly logical to engineers. All those years of analyzing complicated formulas, learning chemical compounds, and dissecting physical processes have provided the foundation onto which engineers continuously heap more knowledge, insight, and expertise. Lifelong learners! It is easy to trust that engineers know precisely what they are doing. And they’ve got the credentials to prove it!
4. Honed Methods and Procedures!
There is no such thing as routine answers for engineers. They prefer to ask questions to get to the bottom of a problem. And once they feel secure in their understanding of an issue, they rely on clear methods, safe procedures, careful preparation, and a ruling out of any ambiguities to tackle the task at hand. And they will not hesitate to turn to creative alternatives. Think MacGyver!
5. Customer-centric approach
And to give credit where credit is due, it is not just engineers that earn trust: customer-oriented companies that provide consistently reliable services and are interested in more than just stockpiling commissions win over many a customer. Is your company easily reachable and are the website contact details up-to-date and correct? Is the field service vehicle professionally equipped and maintained? Does the company follow up to ensure the customer was satisfied with the service and the solution?
It is the little things that count! And they make a huge difference in customer trust!
The best service organizations understand that “trust is the new currency” in business and they have invested in the talent, tools and even the emotional intelligence of their field service professionals.
Even though trust is deemed a soft factor, and one that is not easily measured, streamlined and standardized processes within a company can really help iron out the tiny service process wrinkles that might diminish customer willingness to rely on what you have to provide. Do you know what elements of your service offers are building customer trust in your business?