Think about your client for a second. She is expecting one team member to show up to correct a problem. To her surprise however, two people exit the vehicle (because it’s a Ride-Along.) [RELATED: The Anatomy of a Bad Ride-Along.]
This can create unneeded anxiety and fear.
“Why two? They didn’t they say there would be two. What is going on? Can I trust them?”
So, here are some tips on setting the expectations up front while also building value in the Ride-Along.
Example: “Betty, it is important to us that we are providing service that exceeds your expectations. We are constantly seeking . . .
. . . ways that we can improve our client’s customer service experience. So, today we will have a member of our Leadership team, Chris, riding along with our Technician Brad. Chris’ goal is to find ways that we can improve. The best way to do that is to ride-along with our team members, evaluate the level of service being provided, and to seek ways that we can improve for you.
Chris will be there as an observer only, and will provide our team back in the office with feedback on what we are doing well, and the areas we can improve.”
As a consumer this sounds like the type of company that my wife, Stefanie, and I would want to work with. That is value added service in our book.
Example: “Betty, my name is Chris. I am here to evaluate what we are doing right, as well as to evaluate ways that we can improve. I will specifically be looking for ways that we can do a better job at providing you a World Class Customer Service experience.”
Show the client your Evaluation form. Let them know that “We are always seeking to improve.”
When providing feedback for improvements, tie back to growth in client satisfaction, results, income, and advancement opportunities. Be specific. Don’t give a 30 thousand foot view of what we can work on. Ask them questions and get them involved. “What questions could you have asked based on his/her communication style?” “What could you have done to better develop the issues?” Then give a max of 2-3 specific areas of focus. Finish positive and with a timeline for follow up.
Lastly, and this is important,
Schedule a follow up ride-along for sometime within the next 3-5 days. Let him/her know exactly what you will be looking for, and the specific areas covered. If you don’t inspect it, they won’t respect it.
When we are doing Ride-Along Evaluations the right way….our Team Members will be begging us for another. Seeking to improve.
We would love to hear from you on this topic. So, what are you doing that is working? Please click comment and give us your feedback.
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