Having good customer service and customer relationship skills will prove to be essential for the success of your appliance repair business. In a way, this is just as important as being an expert at repairing appliances. In this article, we’ll discuss some useful tips on how to provide a great customer experience.
Listen and Be Respectful
When customers call you up with their problems, know how to listen. Some of them will be worried, concerned, or even frantic. Stay calm and try to calm them down. Assure them that you will have someone over as soon as possible to check out and repair the appliance. Be honest when estimating how long it will take until a serviceman will arrive.
When arriving at their house, act professionally. At the same time, be human and have a friendly vibe. The way you dress will shape their impression of you as well as make them more comfortable with you working inside their home. Have extra work clothes on hand so you can change if your clothes get too dirty or grimy.
Look Into the Issue
First, have the serviceman ask the customer to tell them about the problems and symptoms they were experiencing when trying to use the appliance. This will help them feel listened to and will enable you to get an idea of what may be going on.Next, conduct an inspection. You may discover that the issue is different than what the customer thought or that there are additional problems.Finally, explain to the customer what the problem is, why their appliance is malfunctioning, and what you are going to do to resolve the issue.
Be Honest With Them
Always be upfront and honest with your customers. For example, if additional costs are likely to come up, tell customers about them when giving them an estimate. If an unexpected cost arises, keep them updated.The same goes for telling them how long it will take to complete the job. Leave yourself some wiggle room if needed; don’t tell them a shorter time estimate just so that they will agree to have the job done.
Hire the Right Technicians
If you are hiring other repairmen or technicians, make sure that they are truly qualified for the job. They should have the right skills and training for all types of appliances and problems. They should also be trained in how to deal with customers professionally.
Give Honest and Competitive Estimates
Giving the perfect estimate is a tricky job. On one hand, you want your estimates to be affordable. Ideally, they should also be lower than what a competitor would quote
Offer a Warranty and/or Call In Warranties
If the appliance has a valid warranty that would cover the repair expenses, call it in. If conducting repairs may void the warranty, make sure to notify the customer about that before starting.
If possible, provide warranties for your own repairs. This will increase customer trust and satisfaction.
Always Have Spare Parts
If you don’t have a ready supply of spare parts and tools on hand, conducting repairs will take a lot longer, as you will have to wait until tools or spare parts are obtained. If you have too many spare parts, you can always sell them at a later date.
It goes without saying that you also need to be an expert at appliance repair. The best way to learn that is through Fred’s Appliance Academy. Contact us today for more details.