There is no strict road to success, but there are some tried and tested paths that will point you in the right direction. You may already have one or more of these concepts in place, but sometimes we miss the resources that are right in front of our faces. So, here are a few topics of discussion that can make a huge difference when used correctly.
Relate with the Customer
Think about your profession, you’re the master. Now, think about a profession you aren’t so good at. A topic, that when presented, makes you feel helpless. For me, I can work on a computer with the best of them. However, when it comes to my car, I am completely void of expertise. Basically, I just hand my wallet over and brace for the damages to my credit card. Most of your customers are in the same scenario. They’re masters of their own talents but, when they are calling you, they’re looking to your company for guidance and experience.
It’s easy for us to get jaded in our given professions. We know the problem fifteen seconds into a conversation and are ready to quote the price and time to fix it. Generally, the less we have to explain, the better. And, while that may be suitable for some of your clients, it may not be the best approach when building a loyal long term customer base.
Next time you, or your technician, arrive at a customer’s location, take a moment to put yourself in his or her shoes. The extra investment of time can be worth a lot more in return.
Connect with your Client
Our society is heavily saturated with personal computers and smart devices. But, even still, your primary interaction with a client will likely be through a phone call. People don’t like being on hold and they don’t like talking to a machine.
There’s at least a dozen other companies offering the same services you offer, so how are you going to stand out from the pack? Besides price, connecting to your client in convenient ways is a huge asset to any consumer. Texting and Email are common place communication forms and can keep you instantly connected to your clientele, so it’s time to put these tools into your marketing toolbox.
Here’s an idea, allow your customers to text you with their name, phone number and a brief blurb of their issue and you can get back to them as soon as possible. You can also text your client to let them know that the technician is on the way and should be there shortly. In some cases, software packages already accommodate this type of communication to the customer. (I know ours does!)
Listen, I get it, change is tough to swallow sometimes. But, unless your job is basically the real-life version of CSI: Miami, your giant corkboard calendar and post it notes that fill up an entire wall of your business need to go. Surprisingly, this is still a question I hear at least once a month, “how do I notify my techs about XYZ.” Well, Android and Apple have made some great advances with Text messaging and Microsoft’s a safe bet with Email. However, there are also some free options out there such as Slack (we showcased Slack a few months ago and have been obsessed with it ever since) which offers a Windows client and a Mobile App.
Embrace Social Media
Your competition, probably, already does. I’m not saying you have to sign up for every social site out there, but let’s be serious for a moment – Facebook and Twitter are not going anywhere any time soon. And, while Plumber Bob might not use a computer and thinks Facebook is an invasion of his privacy, your next customer does not. In fact, they are already looking for someone to fix their air conditioner right now and started by posting on Facebook or Twitter, “Hey guys, know anyone that can fix my air conditioner? #TheStruggleIsReal” Social media is Word of Mouth 2.0 needs to be harnessed for the good of your business. Get a social media page and find the closest millennial to help you set it up. You can also go to YouTube and search for “How to present your business on Facebook.” Actually, here, I’ll help: How to present your business on Facebook.
There is no strict road to success. As a closing thought, what does your competition do? Do they have a Facebook page? Do they use Twitter? Do you know what kind of software they use to communicate with their staff? We often get phone calls from our clients that will ask, “How do other XYZ companies use ESC?” and this same question can be useful when diving into these new technologies and methods. Do some detective work (get some use out of that giant cork board wall) and see what your friends (and competitors) are using and how it’s working for them. In the end, you’ll have a better idea of the tools of the trade.
Written by Scott Haugsjaa
Featured in July 2015 Newsletter