We all know that poor service is bad for business, but it could have a more immediate impact on your bottom line; and your reputation.
Waiting for an engineer who doesn’t turn up can be more than a frustration for some customers. And, while it might sound like an overreaction, if they have been substantially inconvenienced or lost out financially as a result, might even lead to a compensation claim being made against your business. Here’s how it works…
In written contracts, there’s a “Time is of the Essence” clause. In a nutshell, this means you must do what you’ve said you’re going to do at a particular date and time, and a failure to perform by the time specified will be a breach of contract. Although not all engineer visits come with a written agreement, the law will look at arrangements made over the phone in the same way.
What’s more, it’s not just broken appointments you have to worry about. In 2010, British Gas paid £2,000 in an out of court settlement to a self-employed customer who had to waste valuable working time resolving a series of problems – including inaccurate bills and debt collectors turning up asking for money. And he’s encouraged other people let down by service-led companies to do the same.
So, what can you do to avoid claims for compensation being made against your business?
The better your service, the lower the risk
The most important thing you can do is to improve the service you deliver to your customers. While most companies pride themselves on the strength of their customer relationships, in today’s fast moving age, consumer expectations never stop evolving. Just think about it, ten years ago, excellent customer service would be an engineer turning up on the day they were expected. Today, consumers demand a 1-2hr slot. So, smart companies must continually look at ways they can improve or risk falling behind.
Here are just a few ways technology can help to build better customer experiences:
- Provide increased control and visibility of all aspects of your business
- Achieve maximum operational effectiveness with improved stock forecasting and purchasing
- Benefit from integrated CRM with customer dashboards
- Streamline your work order processes with better management and engineer scheduling
- Benefit from advanced routing and scheduling with route optimisation
- Offer automated order updates to customers
- Improve service levels between departments
- Offer out-of-hours support
- Automate compliance processes
- Provide email invoicing which integrates with accounting software to improve accuracy
- Improve customer feedback processes.
With the ability to enhance customer satisfaction from the first point of contact to the resolution of issues, and ongoing maintenance, at Key Computers, our SaaS Service Manager, makes managing sales, preventative maintenance, and hire and repair contracts easy.
If you want to increase customer satisfaction and stop compensation claims being made against your business, speak to a member of our team on 01942 261 671 or email firstname.lastname@example.org to find out more about switching to a SaaS Service Management Solution for a free trial with no upfront costs.