- Exceed customer expectations to boost loyalty.
- Quick service scheduling and updates win the trust of customers.
- Technicians should always be ready with tools and tech.
- Follow up with customers to convert one-time to loyal clients.
- ZenTrades helps drive more competent field service.
Customer expectations are changing very quickly. What worked best five years ago is no longer the best way to do it. It’s not new information when we say that how businesses manage customer expectations in field service management has changed drastically. With the rise of the internet and smartphones, customers are now more aware of what they want, what benefits them, and their criteria for choosing the company they want to get service from.
In field service management, the main goal is to provide top-notch quality service, which pleases customers and makes them want to come back for more. However, just providing them with quality service doesn’t meet the mark of exceptional customer service. Managing customer expectations effectively and strategically starts from the moment when the customer researches your business on the Internet and initiates their decision-making process of whether they want to do business with you or not.
Moreover, investors in the field service sector and private equity companies need to understand these trends and imperative necessities that circle the industry. For a business to make itself profitable and successful in the future, the measure of its customer-centric approach is a prime factor in deciding whether it’s setting itself up for failure or success.
In this blog, we will explore some of the most common customer expectations for field service management services. We will also discuss some strategies that field service businesses can use to manage their customers’ expectations better, improve their service, and garner loyal clients for their business, making them attractive assets for investors and private equity firms to invest and scale.
Table of Contents
Why Is Customer Expectations Important?
Customers are the cornerstone of every business, especially field service businesses (yes, technicians as well, but when we talk about revenue, the customer wins!). They are the primary revenue-generating source.
Once you can tap into it and turn them into long-term clients or even manage to obtain recurring service agreements (consistent cash flow even during the slowest months!), it can prove beneficial in the long run due to the following reasons:
Reason 1: Continuous cash flow, progressing towards an increasing revenue.
Reason 2: Enhanced brand image due to being a top choice for your target market.
Reason 3: More customers via word of mouth or referral, for having a brand image that caters to customer expectations more than being focused on revenue generation.
It’s not limited to these specific reasons. If your goal is to make your business stand out among its competitors, then these three reasons are more than enough for you to consider prioritizing customer expectations more. The more you can serve your customers and fulfill their service needs, the more likely your business will be regarded as a ‘customer-focused’ business.
What Customers Expect From Field Service?
When you provide quality service along with better customer service, you really reach the hearts of your customers. They no longer see you as a business but as a partner in support when your systems don’t work the way they are supposed to.
Common Customer Expectations In Field Service
When customers are expecting a service or scheduling service from a field service provider, getting a smooth experience, if not more, is as important as getting a perfect job done. Both must go hand-in-hand in order to fulfill customer satisfaction and keep them coming back for more.
Suppose the experience is swift and hassle-free and takes into account the customers’ pain points — such as notifying them about the technician’s whereabouts, alerting them with any and every update, enabling digital payment options, providing a smooth platform for navigation, etc. In that case, the customer is more likely to come back for a similar or a different service, so keep your business in mind in such similar situations.
Let’s understand some strategies for excelling customer expectations in field service:
Strategies For Exceeding Customer Expectations
Advanced Scheduling
Right after a customer booking call or service inquiry leading to a service job — schedule their job right away, or else there’s a chance that it might skip your mind.
Keep Important Gears Ready
Keep your tools and other items ready, depending on the service type. You don’t want last-minute hassles or emergencies preventing you from staying prepared for your jobs.
Activate On The Way Texts
Before reaching your service location, make sure you are informing your customers. On-the-way texts are helpful when trying to establish complete clarity with respect to servicing rituals and also give customers the conviction that you take your business seriously.
Send Familiar Technicians
Customers love it when a familiar techniciCan comes for all their services. This is because the technician is already familiar with them and their problems, fostering more open and friendly communication. This also helps build more trust in the company and leads to a bigger list of loyal customers.
Post-Service Communication
Customer service doesn’t end once the service is done. Send offer emails and text messages, or you can keep them in the loop during offer seasons, persuading them to purchase your products. This is very important, as it will help you turn your one-time customers into loyal clients who will always choose you over your competitors without a second thought.
ZenTrades Is The Way To Go!
Keeping customers happy, yes, that is necessary for sure. However, you also need to future-proof your business and secure its place in the market. Focusing on enhancing customer experience strategies can help you shoot two birds with one stone, and that too without any risk.
How do you proceed? Well, that’s simple. Focus on customer-first strategies that help you build a solid foundation of trust and credibility and showcase your business as a professional service partner. This sets your business apart from the competition and helps you build a strong reputation among your customers and target audience.
So whether the hassle is about scheduling your technicians and notifying them of their job beforehand, or sending out proactive updates to your clients, or it could also be post-service care to keep reminding your customers about your business — these might seem like small steps, but has a huge impact which you will start to notice few months down the line.
With ZenTrades, managing these expectations becomes simpler and more efficient. Our AI-powered tools help you stay on top of every customer interaction, ensuring that you deliver the exceptional service your customers deserve.
If you’re ready to elevate your field service business and exceed customer expectations, talk to us about how we can help make your business a money making machine in just a few weeks!
Get Insights Delivered Straight
To Your Inbox!
Related Reading
Why Your Field Software Management Software Needs QuickBooks Integration
ZenTrades Why Your Field Service Management Software Needs QuickBooks Integration Read More Request Demo...
Read More
ZenTrades How To Manage Electrical Service Agreements Like...
Read More
ZenTrades The Best 5 Jobber Alternatives In 2023...
Read More