There is no quicker way to lose a customer than poor service. When you provide superior service, your customers will place a higher value on what you do, remain loyal, and refer others. The result is that you are competing on the quality of service delivery, not just price.
Are Your Service Standards In Sync With Your Customers’ Needs?
Everyone says they provide “good customer service” (well, they would never say they don’t…). Today’s customers want more than that and are tired of service companies who don’t show up on time or don’t show up at all. (They also expect you to clean and tidy up afterwards but that’s for another day!)
- Your customers want you to be responsive, reliable and punctual
- You want prompt payment at a rate that allows you to maintain your margins
How do we align the two?
Speed and Efficiency
Each job is simply a matter of entering Who, Where, What and When. If it’s an existing customer, just call up their record and add the new job. Next confirm when the job is to be done and allocate a technician to the time slot. It takes 2 minutes and can be done while the customer is on the phone.
Within the job file, there is a notes field where you can record any relevant client information. You can see their entire work history as well as additional information such as “watch for the dog”.
Service Job Invoicing
If you work from a schedule of rates, you can allocate the exact amount of labour and materials and even invoice the customer as you enter the data. simPRO calculates the charges for you, adding the appropriate margin along the way.
“With simPRO, we visualize continued expansion and to keep pushing the boundaries of unsurpassed customer service in the electrical contracting industry.”
Luke Pritchard, Owner – Prestige Power