Today we are going to answer the question: How to select a good service provider? We will also share inside information from our organization about what we’ve found to be successful as a service company.
At Loc-Doc Security, Our Mission is to help you protect your people and your property. We continue to share information like this to help you be informed so you can know the best solutions for the security of your property.
We’ve learned that there are 3 things essential to the success of a Service Company. These fundamental basics can make or break a Service Company and is applicable to anyone in the Service Industry from HVAC, Plumbers, Electricians or anyone providing a service.
Helpful & Kind Communication
Solving Customer’s Problems
The first essential is Helpful & Kind Communication. One of the most important things that a customer should receive is a kind and helpful first response when they contact you. We provide that service with real people that are local in our office that answer the phone.
Often you’ll find some service providers that utilize a phone tree system or call center that isn’t directly associated with the business. This can be confusing and time consuming when you just want to talk to a real person!
Another part of this essential is being responsive and letting each customer know they are a priority. Oftentimes, service companies can receive the same question hundreds of times a week and can become gruff in responding to a new customer asking that same question.
At Loc Doc Security, our customer success team makes a special effort to respond kindly and respectfully even if this is the 100th time of hearing a question. Each Customer Success Advocate goes through extensive training to help customers by answering their questions, routing them to the proper departments, creating service requests and helping them navigate in a stressful time.
In most cases the customer knows what they want but they don’t know how to get it. That’s where our Customer Success Advocates come in to help guide and lead the customer through an unknown territory to get to their destination, which is a resolution to their problem.
At Loc Doc Security, our Customer Success Team follows a PACE to ensure we are guiding our customers properly.
This PACE is represented through 4 areas:
Positivity – Speaking with Positivity is crucial to the Loc Doc Security Customer Experience. When our Customers call, we want them to know that we care about them, and we are able to solve their problems.
Adaptability – Every call is different and every customer has different needs. Our team can adapt to each situation to quickly resolve our customers’ issues and get them to the solution they need.
We also strive to be adaptable in our communication with different available options for our customers like text messaging, online chat, email requests, or whatever is best for them.
Communicative – We are here to bridge the gap between our customer and the resolution to their problem. To do this they need a guide who can clearly communicate with them where to go and what to do.
Consistent communications and well defined expectations are a crucial part of our process at Loc Doc Security.
Empathetic – If we do not understand the customer or relate to the customer, then we cannot expect to help them succeed. A Loc Doc employee displays empathy through Courageous Honesty and Outrageous Kindness in our communication.
When we do this consistently the customer can trust us to get them to the place they need to be.
The Second essential is Fast Response. Response time is very important for any service provider. When given the choice of fixing an overflowing toilet today or in 2 weeks, most people would choose the immediate fix.
Having a large properly equipped and trained professional team allows us to keep our response time within 24-48 hours and almost all emergency situations within 60 minutes.
Knowing how quickly they can respond and be onsite can save you money! We’ve helped many people in emergency situations save their property from being damaged by having a fast response.
One of the ways we do this is by tracking everything internally from the moment we get a request, how long to get onsite, how long to order parts, how long to get a quote and so much more! Having this transparency helps us understand and look for ways to be more efficient to better serve our customers!
The final essential is Solving Customers’ Problems. We have a system in place that every technician goes through to know how to solve a customer’s problem. We use a systematic approach and process called LOCKS so we don’t miss anything.
We start by listening to the customer and asking the right questions so we can help identify the root cause of the problem. From that point, analyzing the problem and what might be causing the problem. Finally developing multiple solutions and explaining the scenarios to assess the pros and cons of each solution.
Keeping the customer informed along the way and walking alongside when going through the decision making process is another important step and promotes transparency. When things don’t go as planned, it’s important to have a provider that will persevere and finish the job to the end.
Finally, make sure your service provider has a good reputation. Check online reviews and do a deep dive on their website. Can you see their office and where they are located? Can you see who you are working with or is it just a shell organization? These are important things to consider when selecting a service provider. If you have any questions about service providers, contact us and one of our professionals can assist you with any questions! Remember, we are here to help you protect your people and your property!