How would your customer rate a recent service experience with your company? How would they choose that rating? Was it the friendliness or expertise of your technician? How quickly the job got done? Were the right parts available? Did they have eligible warranty coverage? Likely, it was some combination of these factors.
Ron Kaufman of Up Your Service defines six levels of service:
- Unbelievable! (In a good way!)
For me, as a consumer, the recent experience of getting my all-of-a-sudden extra-loud humming and vibrating refrigerator fixed vacillated between “expected” and “desired.” The technician showed up during the allotted four-hour time slot (a pleasant surprise) and he seemed nice enough.
He started with looking in/on/around/under the fridge – all normal procedure I assumed. However, my confidence dropped as he repeatedly mumbled “hmmm” and shuffled through the papers he had brought. I thought, “Who cares how nice he is if he has no idea what he’s doing?”
He proceeded to tighten this and adjust that. I felt better that he was finally doing something, but after a while this seemed like a trial-and-error approach with the humming as steady as ever. Wasn’t there any useful information about my specific fridge in that manual of his?
He then stepped outside to call the support line (which I had already done hence the reason he was there). Upon his return, he informed me that it could be a broken fan blade, a bent piece of tubing, a plugged condenser or a worn out compressor. Unfortunately he had no way to tell what the most common cause was for the kind of refrigerator I had.
In the end, after another house call and fitting of three different parts (the first two parts were for a different model) my fridge was fixed. The outcome was “expected” because the humming did stop and I’ll even say a shade of “desired” because I only had to pay for the first house call and just the one part that was used versus the three that were ordered.
There were various moments along the way where my technician could have improved his service and my experience.
If he’d had a mobile device, for instance, where he could have looked up the necessary, up-to-date service information for my particular model, the issue would have been diagnosed faster and he could have avoided over-ordering parts for the wrong fridge. No doubt his company had to pay for those two extra parts as well as the second service call to my house.
That improvement alone would have made for a much better customer experience and saved his company precious time and money.
Based on Kaufman’s scale above, how would you rate the level of service your company provides to customers? And what steps are you taking to elevate that service experience?