How To Maintain Customers After a Screw-Up
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- Опубликовано: 30 апр 2024
- How To Maintain Customers After a Screw-Up
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If he allows $4000 a year per tech as “keep the customer happy” money (as Dave suggested), he might even tell the tech that whatever isn’t used will be a bonus to him at the end of the year. That would incentivize the tech to be even more careful, thereby making the customer happy and has the added benefit of a bonus to the tech, making him happy.
Or incentivise them to not admit when they mess up and try hide it
@@eireworm I don’t think that would work because the caller already said the customers call in if there’s an issue anyway.
@@bethanyboothe4817point is to reduce calls to the office. You do the bonus structure and the technician is incentivized to think he’s “making the customer happy” out of his own wallet
@@bethanyboothe4817: That's why the above commenter said "hide." If the damages are adequately concealed, the customer likely won't notice until well after the services have been performed.
It would not necessarily have to be the entire MIR fund as a bonus, a percentage would be acceptable. Or a sliding scale eg top performer gets 50%, next gets 40%, rest get 20-30% perhaps? But it would also need a stick as well as the carrot, in that covering up mistakes is a sackable offence, not fixing something that was fairly obvious takes them out of the running for any bonus, etc. But then some fairness perhaps built in (like 100yo stair breaking clearly not negligence but age-related), so that perhaps keeps them in the running somehow for the top tier bonuses.
Love the "deputize" concept. Each worker should know, if $X fixes a customer service problem, go ahead and do that, it's pre-approved by management.
I don't even need to watch this to answer the question. You have to not only "make it right," you have to make it better than right. You have to not only repair the physical damage, but consider the stress, inconvenience, and other emotional aspects (within reason) that the customer will experience and do enough to make up for those as well. If you do that, you'll keep the customer and you'll increase their loyalty to you because they KNOW if anything goes wrong you will truly make it right in every way vs. the unknown of switching to another company.
Very well put. I wish more businesses responded this way when things go wrong
As an example I had a relative go out to a restaurant for dinner and they found three to four hairs all in their food.
After notifying the staff, only the entrees were comped, nothing else.
The store manager said he would talk to the employee and find out who wasn't wearing headgear as directed.
But the problem is he stopped short of making things right with the customer.
The right thing to do would have been to comp the whole meal and offer a coupon for the next time and hope you retain the customer in some way or they otherwise don't leave a bad review.
I get it, and so do most reasonable people. Shit happens, and sometimes it's just what it is. But I'm willing to give places a second chance if they make things better than right when there's a mistake
Exactly. Just like borrowing tools, return better than you borrowed. Your spot on
At&t did that in past through their call centers. We had a $250 per customer, per call to help with billing issues or forbearance to keep them happy.
Also, at a heavy equipment company, they had a posted bonus and each documented mistake took from it. It helped motivate techs to do better.
I like that approach. It gets the techs some skin in the game and a reward for a job well done.
Employees just want the check if they have no skin in the game. Bosses will never understand that.
Whatever you brake you should fix. If an employee does damage more than once he needs re-training. If they conitue doing damage they need to go. If an employee doesnt brake anything in a year, they should be given some sort of incentive/award.
Regardless of training in any job and any level of service, there will always be mistakes. The question is, to what extent are they making mistakes, then when it inevitably happens, are those situations able to be resolved well and if they are, you have a good employee. However, if they happen all the time and they exceed the expected budget associated with this, then in those situations they need to be re-trained or fired.
An incentive program would be great to setup for these bonuses also as they really are things that can massively increase quality of work and then in turn happyness of customers.
There's a lot to think about regarding running companies and providing great customer service.
The answer is you dont need abudget per tech or anything you just make it right, if it is a crazy amount over $5-10k then maybe you have to make an insurance claim. You still track it and if one guy is costing you $25-35k every year you give him a warning but stuff happens and as long as its within certain marginsless than 5% of profits ir ehatever you press on
If your in RI then you shouldn't have technicians on the road, they should all be licensed journeyman and smart enough to know if a step is going to break...
Why is every other company on here a HVAC company ?