This is the second part of our four-part series about the customer experience (also known as CX). We've divided up the customer experience into four parts, and are taking a close-up look at the most common problems that pop up along each of these paths:
Part 1: The Customer Calls
> Part 2: Sending the Engineer
Part 3: The Repair/Installation
Part 4: After the Sale
Of course, reading about a problem isn't super helpful if you don't also get the solution. That's why each post will have a companion post where you can read the solutions to all these customer experience issues. Check out the solutions post for Part 2.
Want to read offline, share with your staff, or keep the tips on your hard drive? We also created a downloadable PDF with the solutions to the problems a customer might encounter on all four parts of their journey with your business. Grab it for free here!
Put yourself in your customers' shoes.
In these posts we're asking you to play the part of a customer who's called a plumbing company to fix a leak. If that doesn't work for you, replace it with a scenario that fits your business; for example, maybe you're a customer with a faulty light switch who's called an electrical company.
We're talking about the most common problems here, but you may discover more customer experience snafus depending on your business. Don't worry: The more you find, the more opportunity you have to improve your customers' happiness!
After each problem we discuss, we've taken the liberty of speculating how the customer (remember, that's you!) will be feeling about your field service business. (Hint: It ranges from mild irritation to full-blown anxiety.)
Pinpointing the problems from your customers' perspective, and fixing them, will help you create a customer experience that will have them not only coming back, but also telling everyone they know about your business. Your customers get an amazing experience—and you get more jobs.
Customer Touchpoint #3: Waiting for the engineer
You've managed to get service scheduled, and an engineer is heading to your home. Mentally walk through the scenario and imagine whether any of these engineer management problems occur for you.
Problem: The service window is too wide.
The office staff lets you know that an engineer will be at your house sometime in the morning. That's more than half of a working day!
You feel: Slightly irritated that you have to wait around.
Problem: You have no clue when the engineer will actually arrive.
If you have no way of knowing when the engineer will show up, you'll be on the edge of your seat all day. Not exactly the way to create good feelings towards a business.
You feel: Worried. Do you have time to use the bathroom or will the engineer ring the doorbell right then? What if the engineer doesn't arrive? It's 30 minutes from the end of the service window...should you call?
Customer Touchpoint #4: Meeting the engineer
The engineer finally arrived, so now you can relax. Or can you? Run through these scenarios in your mind and decide if they apply to your business—and if so, whether you might need to work on your engineer management. (Remember, if your customers do experience these issues, we have the solutions in this companion post!)
Problem: The engineer is late.
This customer complaint ranked second in a survey we took of field service customers, with close to 45% of respondents griping about engineers who stroll through the door late.
You feel: Angry that you've sat at home all this time when you could have been at work, running errands, taking a sip & paint class, or whatever it is you normally do during those hours.
Problem: The engineer is...well, less than pleasant.
The engineer traipses into your clean home with muddy boots, grunts out what you assume is a greeting, and gets to work.
You feel: Put off. Whatever happened to customer service?
Problem: The engineer neglects to upsell you on helpful products.
While the engineer is working on the leak, they notice that you have an older model of toilet that uses way too much water and is also about to die—but they say nothing. Hey, they're here to fix a leak in the sink, not sell you a new toilet!
You feel: At the moment, nothing. When the toilet breaks the following week, irritation that the engineer didn't mention it and suggest options for a newer model.
You made it!
You've made it through the process of waiting for and then, finally, meeting the engineer. Ready for some actual solutions to the problems you encountered from the customer's perspective? Check out the companion post here.
Even better, you can download our full PDF—which helps you blast through all the obstacles your customers might experience when they hire your business—by clicking the banner below.
In next week's post, we'll talk about the next stage of the customer journey: Where the engineer handles the repair or installation, including ordering parts, scheduling follow-up service, and keeping the customer up to date on job progress.