Mind Your Manners: 6 Ways Field Service Workers Can Ensure Customer Satisfaction

June 21, 2017 Rieva Lesonsky

How does your field service business ensure satisfied customers? Of course, doing quality work is number one. But no matter how good your work is, sometimes it's the little things that have the biggest impact customers' opinions of your business (and what they tell others about you). Here are six things in your field service workers should be doing to guarantee happy customers.

  1. Be punctual. If a customer takes time off from work to meet your Field service technician at their home and the tech never shows up, you bet that customer will remember your business — but not in a good way. Use a scheduling tool like Lighthouse Field Service so your techs are always on time. The mobile app updates in real time so workers in the field can check their schedules wherever they happen to be. Lighthouse Field Service also lets you text message individual employees or crews right from the job screen when scheduling changes, so your employees are always in the loop.
  2. Take the lead. No matter how small the job is, homeowners will feel more confident if they know exactly who is in charge. Have your technicians introduce themselves to the homeowners upon arrival. If there are multiple technicians, one of them should be the "point person" to answer any customer questions, explain processes, etc.
  3. Respect the home. Your technicians should treat the customer’s home as if it were their own. Create and enforce processes to help keep worksites safe and clean, such as putting down plastic if workers will be coming in and out of the house all day, or using a wet/dry vacuum to suction up debris after the day's work is done. Homeowners should never have to clean up after your crew.
  4. Respect the homeowner. Remember, you are in the homeowner’s private space. Alerting them where you will be going and what rooms you need to access will help prevent any awkward situations. Keep noise such as conversation or radios to a minimum, and make sure your employees watch their language even when just talking among themselves.
  5. Communicate clearly. The lead technician should explain each step of the job, including what you'll be doing and what you will need from the homeowner, and get approval from the homeowner before proceeding. For example, if you will need to turn off the water main for an hour or two, explain why, what you'll be doing and how this will affect the homeowner during that time.
  6. Be informed. If a job requires multiple visits, customers can get annoyed with having to repeat information over and over, or worried that technicians are missing important steps or duplicating effort. Keep your technicians up-to-date on every job by using the Lighthouse Field Services app to record the details.  Your technicians can check the mobile app to find out about any previous work that was done, special directions or unusual situations, so there's no need to call the office to get the information.

When you know a customer is happy with your work, be sure to ask for an online review. Lighthouse Field Service lets you automatically request customer reviews, then automatically displays positive reviews on your business website, your social media accounts and the review site RateABiz.

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