It’s not easy to keep a multitude of customers happy all of the time especially in a dynamic service-oriented business. First impressions are lasting ones. And, customers expect timely service.
When you can’t be on time, you can still deliver heroic service by keeping your customers updated. As one fleet owner says, “It was not just the wait that frustrated my customers, but the uncertainty — not knowing what was going to happen, or when. That’s what really ticks off customers and drives them to competitors.”
Impact on customers. Some impacts are practical: customers may need to cancel other plans or have someone else pick up the kids in order to meet a service tech. It’s partly emotional: customers feel their personal power has been taken away. Their day has spun out of control. If your driver has a schedule of back-to-back service appointments, just one late or missed appointment can throw off the entire day.
Empower your customers. Frequent, accurate updates — enabled by Azuga GPS fleet tracking — help you keep the peace with waiting customers. Updates are empowering. Full information lets your customers regain a sense of control over their day. And they can make practical choices to minimize impacts.
Resolving Disputes. In addition to on-time arrivals, customers often demand that disputes be resolved on-the-spot. Azuga GPS lets you easily resolve customer disputes with iron-clad documentation (via reports) such as arrival times and length of appointment time, so that disputes can be resolved quickly.
Higher satisfaction translates into appreciation. Loyalty. “Customers for life.” And it generates kudos when your customers post online comments and reviews. It’s the most powerful way potential new customers shop for your type of service. That’s how being a hero — with Azuga’s help — means not just retaining customers but capturing new ones — ahead of competitors.