Customers expect a lot from their service experience. They expect a solid, working piece of equipment. They want call centers and resources. They want service delivered when promised by service techs equipped to diagnose and repair the work as stated.
Satisfied customers create more customers by promoting a tech’s good work to their entire network. If you are a service company that has a national contract you are most likely dependent on local service partners to meet your service needs.
Service can go bad quickly, that same experience can and will affect your business’ reputation. Loss of sales due to bad service can affect both costs and future sales and people have a greater tendency to report bad experiences than good ones. The bad experiences are the ones that hit social media.
I have a unique perspective. In my earlier career managing cafes, I had a lot of companies perform service for me. I experienced a lot of the issues listed below, then I…
