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Service Excellence is all about Mindsets and Actions- Service

By Todd Liles December 16, 2013 Service Excellence is all about Mindsets and Actions- Service

Inside a successful and strong HVAC, plumbing, or electrical independent contracting company there is strong service excellence. However, strong service excellence comes in the form of positive mindsets that lead to positive actions. In our post today we are going to jump into the second main area inside an independent contracting company that works to mix service oriented mindsets with service oriented actions:

Providing Service that is far Beyond the Industry Standard
In part 1 of our exploration of service excellence oriented mindsets and actions (posted on November 8th) we discovered the importance of presentation. But along with a successful presentation of both the independent contracting company and its message must come excellent service that stretches beyond the average. This type of amazing service can be classified as going beyond the industry standard:

Standing Out-
When it comes to getting your HVAC, plumbing, or electrical independent contracting company’s service recognized and repeated inside your target market, it must first start with your independent contracting company making efforts to stand out in the business realm. Standing out in the business realm comes in the form of outreach and accessibility. Independent contracting companies that want to spark interest within their target market will work to understand and recognize the importance in areas such as their independent contracting company’s web presence and social media outreach as well as the importance of offering business hours that are accessible for their target market of potential clients. Creating accessibility on the web as well as greater accessibility throughout the work week and weekend will help your independent contracting company have a leg up on the industry competition that may only be meeting minimal needs of their target market. In today’s fast-paced and electronic world, it is vital that your independent contracting company stand out in the business realm by creating web accessibility and hourly accessibility. Only after an independent contracting company grasps this mindset can they prepare to provide the best service excellence possible in the business realm and take action to bring about company change to make themselves stand out and go beyond the industry standard.

Along with standing out in the business realm, an independent contracting company and independent contracting company team must also work to make themselves stand out on an individual basis with each of their clients. In order to make a big impression with clients it is important for an independent contracting company team to place themselves in the clients’ shoes. What type of service aspects would they want and appreciate if they were the client? After this mindset is in place then HVAC, plumbing, and electrical independent contracting company teams can work to put those types of actions in place. These types of actions of service excellence can come in many shapes and sizes. A few of these great initiatives come in the form of giving the client power and acknowledgement throughout the sales or service process. These actions of service excellence may come in the form of having CSRs place confirmation calls to clients before a technician arrives at their house as well as making a “Happy Call” at the end of the client’s experience with your independent contracting company in order to give the client say in what type of service they felt they received. These acts of service excellence seem like small aspects inside the service process of an HVAC, plumbing, or electrical independent contracting company but in the minds of your clients– they mean the world.

Working to bring service excellence oriented actions from positive and creative business mindsets works to create an independent contracting company that is far above and beyond the industry standard. Great service is recognized and appreciated when your independent contracting company works to stand out in the business realm as well as on an individual basis with each of your independent contracting company clients. Making the company-client connection work effectively as well as making small acts of service standout works to grow a strong, service excellence driven independent contracting company that stands out within their industries of HVAC, plumbing or electrical.

-Resource curated by Whitney Stewart of Service Excellence Training.

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