The best field service providers understand that great service means helping your customers in any way possible.
A Medical Dealer Magazine article* highlights the importance of building relationships and offering consistently good customer service. During two emergency situations, one hospital manager turned to his trusted service company, which delivered under pressure both times.
For service providers, sometimes getting the resources for a customer means sharing information so the customer can make decisions and possibly make changes in emergencies.
For example, let’s say you use your service management systems to give you online visibility of technician calendars so you can quickly make adjustments. If you make a scheduling change to dispatch a tech for an emergency customer call, then all people involved should automatically be notified of the changes, including any rescheduled appointments.
Remember, if you’re taking a technician away from one customer’s call and temporarily assigning them to another, that first customer wants to know when you’re going to return and take care of their needs. If you can’t respond immediately with information about when you’ll return, you risk losing that customer. Most customers can understand occasional schedules changes as long as you provide information about your expected return.
As the Medical Dealer Magazine article points out, it’s important to remember that most customers won’t judge you on how many repairs you do, but rather on how many problems you’re able to solve.
Source: Medical Dealer Magazine, October 2012