Why is it that when you offer your customers 24/7 service coverage you actually set yourself up for unhappy customers, frustrated employees and unruly costs?
Below are 6 tips that will help Homebuilders, Property Managers & Landlords get started in delivering better service and saving money.
1. RECALIBRATE
What is truly an emergency vs. reality? Are you raising the bar to sound like you care, but unable to really deliver? True emergencies are a matter of life and death or at the least a health and safety concern that requires immediate response. If you want to control risk and liability then it must be for serious matters to be taken seriously by your employees and vendors. If your company defines emergencies more lightly then you will have a hard time consistently delivering. If they are unrealistic your employees and vendors will have a hard time aligning with your company standards. Especially when real emergencies occur that should take preference. Remember, a company is more likely to be held liable for avoidable claims because they did not meet their own policies and standards. Be honest with yourselves and your customers and set the bar correctly.
ACTION ITEM: Establish standards and response times that match the severity of the claim. Establish criteria for the severity levels. Publish this information for employees and customers to be aware of.
2. EDUCATE
How many calls could be averted if your customers knew more about how to care for their home? Experience shows that an average of 30% of claims submitted by customers are based on a simple lack of knowledge. Simple issues like breaker panel, GFI outlets & garbage disposal re-sets or proper thermostat control are just some of the most common claims that could be avoided had the customer been educated.
ACTION ITEM: Make a plan to consistently educate your customer before or immediately upon occupation of the home and you will find a more satisfied customer in the long run.
3. SAY YES!
When on an emergency call the first thing to do is assure the customer that you will be sending someone out as soon as you take down all of their information. Even if it is not true. While it is your job to assess the call to decide if and how you will physically be responding you need to remember that the customer is upset and most likely freaked out about potential risks and damages. They are also extremely fearful that you will try to assign blame to deny the claim. They assume you are trying avoid spending company money on their problem. They are on high alert at any sign of hesitance on your part. If you start out by questioning them on details of the claim they will become defensive and angry. If you eliminate their fears in advance you will be able to truly evaluate the claim with a willing participant. Make it clear that by asking a few probing questions you will be able to best inform the technician on how to successfully handle the claim in one trip.
ACTION ITEM: Create a script for everyone to memorize on how to answer an emergency call. List steps and options. Make sure your message is consistent across the company.
4. EVALUATE
Ask open ended questions. Do not lead a customer into answering what they think you want to hear. Remember, their biggest fear is that you are looking for a way to turn them down or hold them responsible for charges. If you ask a question like, “Do you change out the filters monthly? They will understand that “monthly” is the correct answer and if you ask a question like, “How often do you change out the filter?” they will infer from the word “often” that the correct answer that implies often. However, if you ask, “What is your regular maintenance schedule?” They will not be able to judge from your question what the most likely answer is. Only those who know proper maintenance steps will know how to answer the question correctly. Then you can be certain the answer is an honest one to help you evaluate how to properly help them.
ACTION ITEM: Develop a list of clarifying or troubleshooting questions to ask for the most common claims. Be prepared to invest more time up front getting as much information as you can resolve the claim on your first visit. Better yet! Troubleshoot the claim over the phone and avoid a trip altogether!
5. COLLABORATE-
Often customers will request after hours to have a repairman sent out immediately because they fear if they don’t get someone right now they will never see them later. However, if you have properly addressed their fears, earned their trust and evaluated the claim you should be able to come to mutual terms now on how to address the claim in a reasonable and calm manner that is also the most cost efficient.” Through discovery you may find that the claim can be downgraded from an “emergency” to a “priority” claim. Now you can save on overtime & mobilization costs. You can also get the customer involved in keeping costs down by making efforts to protect the property until a technician arrives. This must be messaged in a way that you are doing this in their best interests. Explain that an after-hours service call will keep them up half the night and may still not be resolved whereas a daytime service call has a greater likelihood of success and will save them on lost work hours. If they feel that you truly care about their best interests they will feel the same for you.
ACTION ITEM: Develop scripting and train employees on how to re-frame concerns to show that the employee and the customer share the same goals.
6. FUNNEL-
This may be the last on the list, but is probably the most important tip of all! If you truly want to assure success in cutting costs & controlling claims then you need to control the flow & outcome. The only way to consistently do this is to eliminate as many variables as possible. If you are a company that operates across the country with multiple numbers for your customer to call for problems then you have a COST PROBLEM. Your employees are human and not everyone will want to get on board with your standards. They will take the path of least resistance when it comes to angry customers and will give away the store to quickly resolve issues. Often this is the absolute worst way to address these problems and only makes matters worse. Eliminate that variable!
ACTION ITEM: Create a single call in line or point all calls to one location. Create a clearinghouse or hire a call center that is specifically trained on these issues and can handle these calls. However, do not allow for an automated phone tree or long hold times. Call centers must be staffed to pick up calls on the 1st to 3rd ring and do not put customers on hold. The properly staffed and trained call center can take the heat and can cool it down to a mild breeze. The cost to establish this will pay for itself over and over again
If your service costs are too high or out of control feel free to contact me and I can help you execute a program that will cut your emergency claims by 70% and save you 50% in costs.
Good Luck- David Dell
As always, I appreciate your feedback and comments. If you agree with me share my post. If you disagree with me please comment. I look forward to hearing differing opinions as I learn something new from every interaction.
6 Easy Steps to Cut Emergency Service Calls in Half was originally posted on LinkedIn.
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