Dennis Mazaris
PerfectSite
Problem
It is important to know if your work was well-received by the customer because it can have a negative impact on your profits. How do you ensure that the customer remembers your good work next time there`s cabling to be done?
Solution
When you work in an empty building, it might be difficult to get feedback, but when you`re implementing moves, adds, and changes with many people around, opportunities abound to show your concern for the customer. This is also an opportunity to let the customer help you and your company with a referral or recommendation. Below are a few tips to turn business-as-usual into a win-win situation.
Procedure
Provide service "above and beyond the call of duty"; for example, always ensure safety and cleanliness at the site, communicate frequently with your customer contact (and others as needed), and be courteous to everyone. The important issue is delivering and communicating quality.
Safety
- To ensure the safety of all site personnel--especially when pulling cables--and to keep them informed of ongoing work, use movable signs with your company`s name on them.
- Tape a card to the sign that shows the installer`s name and how to contact him or her--for example, include a pager number. This makes it easier if the customer needs to communicate with the installation crew.
Cleanliness
- When working around employee work areas, always ask permission before starting the job.
- Make sure you place drop cloths over office furniture when accessing ceilings above a workstation. Everyone resents finding debris on their desks.
- Do not break, spill, topple or otherwise disturb any items in the work area.
Communication
- Consult frequently with your on-site customer contact.
- Stay abreast of any changes in the project.
- Be sure to field and respond to any complaints immediately.
- Ask for feedback on your services.
Courtesy
- When working in or adjacent to an employee work area, ask for permission before starting, and disturb people as little as possible.
- If an employee is in the middle of a rush project, ask when would be a better time to come back.
- Find another area to work on in the interim.
By following the recommendations above, you establish your concern for safety, your respect for the customer`s needs, and the overall quality of your service. And this can translate into profits through customer recommendations. Below are a couple of additional suggestions to help get and retain customers:
- If a customer compliments you on your service, use this opportunity to create continued goodwill and respect. Let customers know you appreciate their comments. Give them your business card so they know how to contact you next time they need work performed.
- When you return to the customer`s site, be sure to greet them and check that the work you performed was well-received. Only you can gauge the appropriateness of further comment on the subject of future work.
Cleanliness and safety on the job site and good communication with clients are key elements of customer service.
Dennis Mazaris, registered communications distribution designer (rcdd), is a consultant at PerfectSite in Sterling, VA.