With plenty of sweltering weather still ahead for most of the country, plumbing companies can be very busy with a host of service calls. Business Management guru Ruth King offers a pause for “refreshment” and reflection in a Recent article in Reeves Journal on practical ways to maximize Customer Service when temperatures and tempers can break the mercury.
Here are some key points:
- Keep a “cool”, positive attitude. Your team will follow your lead. If you are excited that business in booming your employees will follow suit. Remind them that in a cyclical business this is the time to earn profits and enhance cash flow.
- Keep answering the telephone quickly. King advises that if the phone rings more than four times, a caller will usually hang up and call your competitor. Even if you need to assign more people to answer the telephone after the second or third ring in the summer it’s a good investment.
- Avoid the negative words and terms such as “no,” “can’t,” “don’t,” and “we’re busy”. Most customers will not care how busy you are, so these terms can lead to additional frustration.
- Make sure customer service people get sufficient breaks. The more they are on the phone in demanding situations, the more they will need these breaks.
- Continue the procedures you follow when it is slower with respect to maintenance agreement enrollments. Many technicians are not eager to talk about maintenance when it is busy in fear that the client will want the maintenance done immediately, which puts even more pressure on their already overloaded schedule. Dispatchers and customer service personnel should continue to ask whether a client wants to save money on their call and pointing the client to the website maintenance page when the technician is on his way.
We also have another tip for increasing revenue not only in the summer months, but year round. Depending on the nature of the service call, the customer service team should mention the Plumbing leak protection products available from RDT as a proactive and cost effective way to avoid or minimize a number of plumbing leaks and burst pipes.
For Ruth King’s full article loaded with detailed practical tips, Ruth King article on Reeve’s Journal.