I had my van in the shop last week and I learned a few things about customer service. I learned mainly, what to do and what not to do. I understand we all have to make a living. However we need to be able to handle the work load. This shop seemed to be interested in getting all the work it could get and not performing the work. As you can imagine this is very frustrating to the customer. I begin to make a list and evaluate my business on customer service. This is what I came up with. I would welcome any suggestions and comments.
· Don’t over promise. You need to be honest and real when it comes to getting work done on someone’s equipment that they depend on. Losing their business upfront by being honest with someone about a time frame for the repair is better than having an irate customer because you were unable to deliver on an unrealistic time schedule.
· Communicate to the customer often through the process of the service. If something comes up and you are unable to meet the time that was set, a telephone call can save the day. It gives the customer a chance to adjust their schedule or to reschedule.
· Appearance is very important, first impressions may be the only chance you get. I have serviced customers before and they would mention how the last technician did not look or act the part of being a professional. I understand you don’t need a suit & tie but neat & clean goes a long way in the business world.
· Follow up is very important it shows the customer that you care. Checking to make sure their equipment is working satisfactory and the technician was courteous and professional speaks volumes to the customer about your business.
Good customer service keeps existing customers and gives you as a business a chance to get referrals for new customers. I would welcome any comments and suggestions.