While it is important that customers are spoken to in an understandable
manner and cared for while their appliances are being serviced, there
are two other aspects of customer service that are often neglected by GE
appliance service businesses.
Customer Service Prior to Service
You
may think that there isn't much pre-sell involved with appliance
service. Either someone needs their appliances serviced or they don't,
right? That is actually very wrong! One local company understands that
the right amount of customer service prior to a service can result in
many more customers down the line and they stay very busy as a result of
this knowledge!
Potential customers will often call several
local GE appliance service businesses before deciding who they feel the
most comfortable hiring. If you are in customer service mode on that
very first phone call you will put them at ease, make them feel
comfortable with you, and make your service stand out in their mind even
if they do call around to other places.
Also, if you use the
right customer service strategies in the beginning, you could find that
customers start referring you to other people they know before you even
make a trip to their home to fix their appliances. Word of mouth is the
best way to advertise because it's free, and it starts with customer
service from the very first phone call.
Customer Service After the Service
Once
you have repaired their appliance, the sale is over and you move on to
the next customer, right? Not so fast! Even if you do an excellent job
repairing their appliances and answering all their questions during the
service, you are missing a great opportunity to expand your business if
you just disappear.
Any reputable appliance service will remain
open to future repairs if something goes wrong with an appliance, but
you have to take it a step further. You have to follow the lead of one
local business and discover the art of after service customer service.
Think
of ways to keep your service in their mind so they will remember your
name when they need appliance service in the future or when someone they
know asks for a referral. You want to keep your company name in their
memory, which is best accomplished by sending a post card to say thank
you for their service. You can even include coupons for future services
within a given time period or send periodical postcards checking on
them.
This type of after-service customer service makes a
customer feel valued and appreciated and it keeps you at the top of
their mind if they do need GE appliance service sometime in the future.
This
is the only way to earn repeat business and keep customers from calling
up other appliance service businesses and going with someone else.
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