Making it easy for the customer

John R. Hall

I had a thread going about Kinko's new prinitng program, which is aimed primarily at people who like no-hassle convenience and are willing to pay -- all via the Internet.

I also know that in the service trades it is possible for customers to visit a contractor's website and using a schedule feature now available, can find what time slots are available for a service or sales call and fill their own time in. The information is immediately available so the contractor can check his schedule and plan accordingly, i.e. look up customer records or follow-up with a phone call. Now that is convenience.

I suppose it is possible (although I don't know) that customers may pay a little more for website scheduling. But even if they don't, why wouldn't a business owner look into this option for improving customer service while lowering costs (schedule taker)?

Thoughts?

tonypete

Customers for life

John - I'm a HO. Let me give you my perspective. For me, it's all about customer service. Scheduling online for your services is a great idea. I routinely need to reschedule appointments of all types for a variety of reasons and trying to work with a service rep by phone can be frustrating at times. I'd pay a few bucks for the priviledge.

While I'm on the topic of service, here's what my pro does; the first time he serviced my boiler, he did a 'history' just like a doctor does. "has it given you any trouble?, do you have any questions or concerns?" , etc. He told me what it was going to cost and what the service included. He always does a digital CA as part of a normal annual call. When he is done with the service call, he calls me if I am not home and tells me what he found.

I love this guy - he (and his company) will get my business until I'm dead. He will also get the job when I switch out the boiler for a newer, more efficient model. He charges fair prices for great work and service.

One other idea regarding making it easy for the customer, send reminder postcards (or emails) for annual service. If a dentist can make you come into his office to stick sharp tools into your mouth and have you pay for the priviledge, a wet head should certainly have positive responses from those reminder cards.

Gene_3

the last idea

about reminder calls and postcards is a great idea. How many do that now???

with fuel costs today anytime you can save time and fuel is a win win by preventing your techs from going to a home for maintenance and no one is there to let them because they forgot.