They say keep every promise you make and only make promises you can keep. To build a better field service business, I’ve learned that follow through is key to maintaining and cultivating customers who trust in my services. Because let’s be honest, if there’s not trust, what is there? It is the foundation of any business, and the beauty of it is simple: there can never be enough. However, to turn back on a promise and letting down the customer can be destructive to your reputation and pocketbook. Let’s look at the rules and rewards of following through in detail so your field service business can continue on the up and up.
1. Builds trust
It’s basic, rather elementary, and not just in business, but all walks of life: if someone wrongs you, chances are you will be very hesitant to seek their help or advice in the future. Someone who talks the talk but can’t walk to walk is less trustworthy of a person, let alone a businessman. So have high integrity for your company and let your employees know that empty promises are the greatest threat you can bring upon yourself and business. That being said, there are ways to go about handling a situation when your intention were to follow through but mother nature or Murphy’s Law got in the way. But when something does go wrong, there’s no blame game. Be straightforward and find a solution to make it right.
2. Customers testimonials
Basically if you stay true to the advice given above, this will come naturally. And with the immediacy and ever-present nature of the Web, reviews and testimonials can be a major benefit for not only making your company look reliable, but bringing in the Benjamin’s, too. If you treat a customer right and put in your best effort, you can expect a sweet little note in return (although not guaranteed). However, if you can sense the satisfaction of both parties, politely suggest they add a testimonial to your website or have it available to use for a newsletter.
3. Builds brand name
Together, both 1 and 2 give you number 3: brand name. This is like considered free marketing when you do your job right and your customers spread the word. Let them help you while you help them. Word of mouth can be as beneficial as a billboard and it all goes back to trust and effort. A brand based on your reputation and trust brings you to, yeah, you guessed it…number 4.
4. Client retention
To hold on to the customers you have, it’s vital to treat them right and continue to build trust. Just because you do the job right once, does not mean you can slack off the second time around. Keep working hard and your customers will recognize and find comfort in your business.
5. Increase business
With following through, solid testimonials and a brand name based on trust, you are creating the perfect concoction for success. You want to hear people online and on the streets telling others, “this field service management business really listened to my needs and followed through will what they promised me. I would definitely do business with them again and recommend them to family and friends.” Easier said until it’s done, right? Doing the basics and working your butt off will increase revenues and round up the customers. So start small, trust is everything.
[Related: Small Business Tips: How to Create High Growth in a Slow Economy]
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