Service Business Is All About People

Service Business Is All About People

Service Business Is All About People

Service business is all about people, about customers,and people are very interesting but complex. You are at the front end with little room for error and you have to like the work otherwise you will not survive. You have to make yourself available to others and keep your own problems to yourself. Customer satisfaction is high on your list of priorities but you know that the customer is not always right so you have to strike a balance between looking after them and looking after your business. There are customers who will never admit to being satisfied no matter what you may do for them, and then there are others who are always happy to see you.

Naturally,not all customers can expect the same level of service. Thosewho enjoylow overheads by having their business in remote places cannot expect the same response times as those in metropolitan areas. There are those who think that they economize by extending the use of consumables past their recommended dates and run the risk of low performance. They blame you when their results do not come up to expectations. Others may have staff problems with high turn-over so there is little knowhow left at any one time, putting the onus on you to continue visiting and retraining. Then there are those that hardly ever call because they are organized to look after their equipment . Customers range from the near expert to those who no matter what you may do will run into problems and for whom a service contract can be an expensive business for you. No matter which type of customer,you have to placate and hand hold them because in the end they are all potential buyers and service is there to generate new business .

You have to be a diplomat and a good listener letting customers speak and get their problems off their chest. You have to be sure not to miss either what they say and how they say it. In short you have to adopt a low profile and be helpful, making them think that they are always right.

Take the case of a customer who has refused a service contract after the warranty to save money. A major module fails after some months and the customer doesn't want to pay because he did not expect it so soon. He writesto your president complaining and pointing out his budget difficulties and he in turn passes the letter to you. You need to find a solution that satisfies both the customer and your business. A compromise is needed . You propose a free of charge replacement as if he were on a contract on condition that he takes a back- dated contract to the end of the warranty. The customer will now save face with his administration and you will have the contract to help cover the cost of repair. Every one wins.

Another customer complains that he is not getting the results expected from his system. You know from thefieldreports that the problems are due to lack of proper customer maintenance. You cannot immediately blame his staff so you have to be diplomatic and offer a face saving solution, one that will get the maintenance done and save both sides from conflict. To fix thereal problem you agree to taking the system out and replace it temporarily with a loan standard so as to give his machine a thorough check-up away from his premises. This satisfies him and in return you ask that for a period of time his people must send a daily report so as to follow - up until such time as you are satisfied that all is working well. The customer now has to maintain an updated daily log which means that maintenance will not be neglected.

In the end you make the customer feel that he is right but you solve the problem to your satisfaction. There's never a boring day with such a variety of customers and problems. A good service can be profitable and at the same time you get the satisfactionof helping people .

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