Are Your Field Service Employees Scaring Customers Away?

October 25, 2017 Rieva Lesonsky

When your field service employees are out in the field, they’re representing your business to customers and potential customers. How well are they doing? If you're not careful, the way your employees act could be scaring customers away faster than Freddy Krueger or Jason from "Friday the 13th." Here are five frightening mistakes field services employees may be making, and how to correct them.

  1. They don’t wear uniforms. When your field service employees come to the door in street clothes, many customers are understandably wary whether the employees really are who they say they are. Professional uniforms with your company name and logo, as well as name badges to identify each employee, go a long way to relieving such suspicions. Plus, they help to brand your business for others who see your employees in the neighborhood. Post photos on your website of your employees in uniform so customers will recognize your brand instantly. Lighthouse Field Services makes it easy to update your website and social media page with any photos you choose.
  2. They show up unannounced. Do you always confirm your field service appointments with your customers ahead of time? It's a smart move, ensuring that customers are home when your techs arrive. Beyond that, it eliminates unpleasant surprises when a customer isn’t expecting a visit from your business. Lighthouse Field Services automatically sends appointment confirmations via email so customers always know when your employees will arrive.
  3. They’re clueless about job details. When your employees arrive well informed about what they'll be doing, it builds confidence in your customers. When they seem clueless, customers may be scared they won't do a good job. Make sure you maintain good customer records detailing the reasons for each appointment so techs know what to expect. Use Lighthouse Field Services to maintain detailed customer records about past jobs, special notes (such as a dog in the backyard) and payment status so employees are always up-to-date.
  4. They take too long. When a job that’s supposed to take an hour or two stretches into the evening, customers may fear it will never end. Eliminate this annoyance with Lighthouse Field Services' team management tools. They let you send text alerts to individual employees or entire crews, so you can quickly get additional techs to the job site to finish up fast.
  5. They make a mess. Field services can be dirty work, but your customers don't want to see the evidence of that in their homes. Make sure your employees maintain good personal hygiene and take care to keep customers' homes clean. For example, you may want them to wear shoe covers when they enter a home, or put down tarps or plastic to keep from tracking dirt or paint on floors. When your workers leave for the day, make sure they clean up any trash or debris from their work and dispose of it properly.

Correct these five mistakes, and say goodbye to your fears of losing customers.

 

 

 

 

 

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