Tips For World of Warcraft: Classic Customer services May 30, 2019

How bad is it that our own lawn service company came by recently and knocked on our door to “sell us their services” because our lawn was in such bad shape?

First, it’s unreal that our lawn looks this bad.

Second, it’s even more unreal that our lawn service actually sent a guy to our neighborhood to sell door-to-door without bothering to tell him whose door to avoid because they were already customers!

Third, how embarrassing was it for the salesperson at the door to not only realize that his company was so disorganized that he didn’t know we were customers, but that he had inadvertently “trashed” his own company’s service?

However, below are a few simple tips (beyond the obvious tip of being much better at your job!) to help you design and implement systems that will help you be (and LOOK) more organized and keep your customers happy:

  1. Invest in a CRM (Customer Relationship Management) system – and USE it! (Sounds basic, right? But how many companies don’t have them, don’t use them, or don’t enforce their use?)

Nothing makes a customer feel LESS VALUED than having one of their own service providers approach them and ask them to become a customer! Investing in a CRM will help you list your customers, keep tabs on what’s happening with them, and allow you to print a list – by demographic – that you can give to salespeople, so they don’t go to those very customers and ask them to buy your World of Warcraft: Classic services. If you can’t afford an expensive CRM system, at least use Outlook or some other free or relatively inexpensive online contact management system to enter, track, and sort customers by various criteria so you at least know who they are.

  1. Give your field technicians a way to report in and capture information on the customer visit, as well as a trigger mechanism for “outlier reporting” (reporting that identifies those who fall outside of acceptable limits of service, performance and other measures).

Nothing makes a customer feel LESS TRUSTING than having a sales representative promise to do a customized job, personally-supervised by exceptionally knowledgeable people – and then having the company destroy their (possessions, investments, you name it) before their very eyes.

  1. Use systems to calculate your full and complete cost of goods and then give the customer a fixed price that represents their full investment.

We were quoted a monthly (or annual) price for our service, which we thought included everything we needed to keep our lawn healthy. However, after we began, we started getting phone calls: now you need aeration (it’s an integral part of keeping your lawn healthy): that’s an additional $129. Oh, now you need a new chinch bug treatment: that’s an additional $29. Oh, now you need (enter service here): that’s an additional (whatever the cost!)

Here’s the rub: nothing makes a customer feel MORE TRICKED than being “nickel-and-dimed” to death after signing up for the service. In their efforts to look like a low-cost provider, service providers sometimes “omit” certain services from the regular treatments, but then add them in later as “necessary” to allow them to do their job properly.

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