BUSINESS AND TRAINING
Customer service is what separates being good or great from mediocre.
Here are a few tips that can help boost professionalism:
• Be easy to get hold of
Post your phone number and email everywhere. Check your emails frequently
and make sure you are active on at least one social media platform
(Facebook, Instagram, Twitter, and so on).
• Invest in an online chat for your website
A consumer-trend study found that 90% of customers consider live chat
helpful and will go to that even before calling a professional.
• Respond to feedback fast
If someone leaves you a voicemail or a Facebook message, answer as soon
as possible — immediately if you can. Show customers that you care and
don’t even give them time to call someone else.
• Build a customer connection
Once you have that customer connection, give your technicians the tools to
make jobs easy and efficient — both for themselves and property owners.
• Be equipped
Tool up with the latest plumbing tools and equipment, for example leak
detectors, drain inspection cameras, drain machine cleaners, and jet
machines. Not only does this save time for the teams, it does not waste the
customer’s time, especially if they have to be on site.
• Practice safety and standards
The Occupational Health and Safety (OH&S) Act and the South African
National Standards (SANS) must be compulsory in your quality assurance
policy.
• Be insured
Have a third-party liability cover insurance policy.
• Train your staff on customer interaction
It can be stressful to take feedback, especially since it is often negative.
Equip your staff to handle complaints with ease and courtesy, and to respond
quickly to questions or issues. Consider creating a handbook with frequently
asked questions. PA
April 2018 Volume 24 I Number 2
We all know that
customers will likely
go to the companies
or plumbers that
can be reached
the fastest or who
respond the fastest.
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