To put more simply, Where? - How?- What?
Ask anyone - no matter what environment they work in and the story will be almost universal - not enough hours in the day, snowed under, crazy workload. If they deal directly with customers, that feeling is magnified. The simple fact is that when a customer calls, they don’t want to talk to you, they just want to get back to what they were doing before they called. They want the issue to be gone. More importantly, they want to feel valued. They need to feel as if they are your only customer and you remember every little detail of their job. That feeling is shared across all your customers. They want to feel unique and memorable and, unless you have instant recall, that is unlikely to happen. How do we get around this issue?
The problem is simple to explain and the answer is just as easy - too much information in lots of different places. Different files, different filing cabinets, different offices, different departments - all… different.
The customer doesn’t care. They just want to know you know who they are and what you did or are doing for them. The answer; simplify and centralise. Therefore the first question is easy:
1: Do I know WHERE
all relevant information is held and can I access it whilst speaking to the customer?
The next thing to look at is the problem itself. You waste so much time carrying out repetitive tasks, why do that?
can I simplify what I do and provide a better service?
Imagine the scenario: You are providing a service and Mr Smith calls to find out the progress of his work. You think the parts have been ordered but not sure if they’ve arrived or ben fitted. You’ll call him back. Before you do, the phone rings again. Mrs Jones asking if you know the work will be started. There are so many ways this can go wrong and in turn make for an unhappy customer.
The answer is clear - all the information in a central location and you can tell the customer on the phone straight away. You’ve given the customer the information, now they can go back to what they were doing with an answer in their head. You look more efficient, they are happy as they know where things are, and you are less likely to receive another call if you’ve forgotten to return their call in the first place!
It doesn’t matter if you sell a service, manage a portfolio or run a workshop - the customer will always need an answer. Make that easier for them and you!
benefit is there to the company?
It’s Monday morning again and Mr Smith calls at 09:05. You’ve just sat at your desk and are planning the day ahead. As soon as he says his name, you have his details in front of you. Immediately you can see the job started last week was awaiting delivery of parts. They arrived Friday afternoon and an engineer is working on them right now.
You can now explain to Mr Smith WHERE
his job is as far as progress goes, HOW
long it will be approximately before it is finished and finally, WHAT
The result now is a happy customer as he has a complete picture. He has all the details and can carry on with his day. You can concentrate on what you were doing before the call and, more importantly Mr Smith is impressed with your efficiency and tells others what a fantastic service you offer.
Isn’t that an answer worth hearing? Want to know more? Ask us!