Do You Know What Your Customers Really Value? (Hint: It's Not Price)
That's it. That's what it's all about.
In fact, I almost feel as if I should stop this post right now. Almost...
You see I just wrote 6 (count 'em, 6) blog posts on some basic ways your field service techs can help your business succeed. And when you break them down, they all have to do with service. Look:
- LABEL STUFF: Make it easier for your customers to reach you
- CLEAN STUFF: Provide a better experience
- SAY THANKS: Provide a better experience
- FIND MORE WORK: Provide more services to a satisfied customer
- LEAVE A REPORT: Give comprehensive service; professional image
- TELL OTHERS: Build up your reputation via word-of-mouth, which relies entirely on good service
Another way to say this? When it comes to your service or maintenance deptartment, your customers don't care about parts, or even price. They care about service. So as you relax and reflect this weekend, and ponder your business, think about how you can improve the customer service your company provides. It's the single most important factor in your success.
Since your customers don't care about parts - really, they don't - price them accordingly! No, don't rip them off. But do charge "the high side of reasonable", as my boss likes to say. If you're charging less than $1 for any part (and, by the way, there's an argument in the office for less than $5), you need to raise that price! Just think, when was the last time a customer called and asked you how much your parts were for a service call? They don't, they ask about how much your service call will cost.