Over the years, UPS has built a system that helps them track each and every one of their packages. It helps them better route packages, deliver packages faster, and do it cheaper than they’ve done in the past. It’s a system that cost them a lot of money, but has probably repaid itself many times over.
Even better, their customers love that system. They can track where their packages are and know precisely when they can expect them. They trust UPS because of the transparency their system delivers.
Service scheduling software is very similar. There are plenty of reasons why your business and its employees will love service scheduling software. It will eliminate paper and therefore lost or duplicated information. It will help the office be more efficient with a day by day schedule and contact information available with a few clicks. And it will help your techs be more accountable by tracking their hours and time spent at each job site.
But have you ever asked yourself why your customers may love service scheduling software just as much as your company does? There are multiple features and factors that will make customer love the software your company benefits so much from. Some of those are:
Accountability – With a system that can both send and receive in the office and in the field, customers can count on the techs to show up at their scheduled appointment. A tech can receive information in the field directly on their mobile device (as long as the service scheduling software has mobile field service software as well, which most do) seeing when an appointment is changed. A customer may need an extra half an hour or may need to reschedule for the next day and with a software program, they can be sure their appointment does not slip through the cracks and that someone will be at their door at the time they were promised, because everyone in the company is informed and on the same page.
Explanations – If for some reason, a technician does not show at the property, the software helps your company quickly explain why. A customer will usually call the office very upset that they were not serviced and the software helps to inform both the office staff and the customer why the tech did not show up. It could have been that a part needed to be ordered or that with the weather conditions, it wasn’t the best day to perform the service requested. Whatever the reason, your office staff will have answers, and above all else, customers appreciate answers and honesty.
Knowledge – Customers also appreciate working with a knowledgeable staff. When your techs know exactly what was done on the site last time thanks to a customer history, it saves the customer needing to explain everything that was already done. When a customer calls in wondering where their tech is or how far out he is, your office staff is able to check the schedule and see where the technician is in his day.
Having this knowledge makes getting your customers answers easier. There is no need for you to call back or them to wait by the phone for a return call. All information is readily available meaning the customer is informed from scheduling to invoicing.
Follow Through – One thing I know I appreciate as a customer is having the business I bought from check in and see how the product or service is working for me. It makes me feel appreciated and respected as a customer. Service scheduling software makes it possible to schedule “check-in” days where your office staff or managers can make calls asking about customer satisfaction and if they need anything else. It is also a good time to mention anything the tech may have noted about the site. Perhaps they will need to replace a part in the future or perhaps it looks like they could benefit from your snow removal business in the winter months. What the reason may be, a follow through call is a good way to show your customers you care.
Overall what customers will receive and love most about service scheduling software is excellent customer service. Their appointment won’t be lost or forgotten. They can trust that what is specific to their property will be respected whether that is closing a gate or not petting the dog.
Looking for more ways to make your customers fall in love with you? Try one or all six of our 6 Rules for an Awesome Service Department.