By Rosemary Coates
With few exceptions, the provider enterprise is seen as a "necessary evil". Servicing items, when they are bought and in clients' palms, is often neglected and will be a resource of shopper dissatisfaction and revenue loss. This pondering leads to overlooked possibilities to transform shoppers into advocates and to generate major company revenue.
Complicating box provider operations is the worldwide nature of industrial – the place your consumers are, the place your items are synthetic. Sourcing worldwide elements, dealing with the components provide chain and the funding required are the issues that hold managers up at evening.
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This additional expense to your company should be included in the total cost of the product. In addition to field labor repair expense, the cost of additional inventory for repairs and logistics costs, such as global sourcing and customs duties on parts, must be considered. Moreover, product organizations will want to minimize costs to them by recommending, for example, that field inventory of old or down rev service parts be used up rather than replaced with the new improved parts. Don’t believe them; as soon as customers find out that newer better parts are available, they will demand to have new parts used for any equipment repairs.
World-class field service organizations ask for feedback relentlessly. Marriott Corporation asks every guest every time if everything went well with their stay. On their web site, Marriott provides a place for written feedback that a guest might not want to deliver otherwise. They also provide a customer service feedback card that you can complete and mail back. These feedback collection methods help Marriott to continuously improve their service. The result? Marriott has the most loyal customers in the global hotel business by far.
Companies generally do not compensate customers for participation in CABs; however, it is customary to provide meals during the meeting and, sometimes, hotel accommodations. Designate one or two people from your staff to take careful notes at the event. Have them capture as much information as possible including who said what and the context within which it was said. Capture suggestions on flip charts or whiteboards. Some companies may hire a professional meeting consultant to assist with managing the event.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates