Before you head straight for the problematic AC unit or water heater in your customer’s home, take the time to start the customer experience off right. There are some simple steps that you could be taking that will make your customer interactions easy, relatable and high quality – just start doing them!
Find some commonality to make the customer feel less awkward. When you arrive at someone’s home, you are a virtual stranger. If you remain a stranger in their home, your conversations and interactions are going to feel awkward and stiff. Do your best to become someone they can talk to, make jokes with or at least relate to on some level.
If you could choose custom clothes that fit your personality and style exactly right versus clothes off the rack from a store, which would you pick? Which would you feel most comfortable in? The tailor making those clothes can’t successfully create custom clothes for you without understanding how you live, what you do in those clothes and how you move around.
You can’t customize your customer’s experience until you get to know them and their lifestyle. How do they interact with their home or the appliance in question? What are the ways they need that appliance to work the most?
Most times your customer is not going to come right out and tell you their priorities – they might not even know what they are! You have to know the right questions to ask that will reveal the customer’s top concerns and needs in their home.
Whether it’s safety, longevity, convenience, comfort or a combination of them all, you need to know. It will help you assess how well their systems are serving those needs and what you could offer as a solution if they aren’t.
Communicate to your customer why their AC broke down or how the water heater has deteriorated. Educate them on the common causes of their problem and the solutions you can offer. If your customer doesn’t know how to use their home processes properly, they will continue to struggle.
For example, offering to show a homeowner where their water shutoff is, how to reset a wall outlet or how to use their programmable thermostat may be the little things that help them start to have more control over their home. Plus, it shows that you’re there to go the extra mile and make sure that you’re there to help with more than their broken toilet or AC unit.
When you walk out of your customer’s home, you want to be 100% sure that they are aware of any problems that are happening in their home, and that they have all the options they need to implement a solution. That’s how you know you’ve done your best and are providing a remarkable experience.
To do this, you should always be offering a minimum of three solutions to their problem – four is even better! Start with the reason they called you, but offer options that are going to work the best, be the safest and the most reliable.
Our entire training and advising lessons are based on your ability to give the customer a stellar experience. You’re not there to just fix a machine. You need to go beyond that and give them a well rounded and complete experience. That’s how you get the repeat clients and satisfied customers. If you have any questions about creating the customer experience or want to learn more lessons the Service Excellence way, contact us!
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