T8
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In a recent thread Grant (from Hartech) asked for feedback about a topic that has become 'a thing' recently. I thought it worthwhile starting a new thread to get feedback from a wider audience.
bazhart said:I'd like to ask for a bit of feedback.
Photographs and additional requests by customers have become an interesting subject. Occasionally we are asked to take pictures of work which we try to accommodate. This alone can be disruptive when a technician is following his ingrained working practise – he may be 'in the groove" working smoothly & methodically, concentrating on the detail of his work but then has to stop, clean his hands, get the camera, take the photo then pick up from where he left off. But we try to slot in.
However, occasional requests are now turning into expectations which has moved onto some customers wanting step by step pictures sent almost daily during the work, then a nice leather binder with them printed out, UBS sticks, videos, certificates of work, daily updates, etc. We even recently had a request for a customer to be present for the first start-up of his engine and all testing to be undertaken by him.
So, it would be interesting to hear people's valued feedback so we can try to accommodate as many peoples desires as possible but within a realistic frame-work......
It's easy to say 'that's customer service" but, bearing in mind the backdrop of rising costs & potentially diminishing customer budgets in these modern times, what are the answers ?
Do we say no to everything ? Do we say yes to everything ? Do we be selective which will please some people and not others ? Do we offer a dual pricing structure ? Do we add a figure to each job to replace all the unnecessary clips & fixings ? Do we start changing things which aren't necessary ? Do we compile an options list of every nicety available which customers can choose from (which will increase admin costs etc. processing) ?
Do we be awkward and respond with clever comments like 'do you expect a surgeon to keep stopping his work to take pictures or would you rather he concentrate on his job ?" etc. (Tongue in cheek !!!).
We've tried compiling library pictures of the process but that wasn't well received as customers wanted pictures of their own actual parts.
At any one time we usually have around 30 jobs underway – we could employ an extra person who's role is purely to accommodate these requests. We could reduce the number of jobs we undertake to free up an existing member of staffs time to carry this out. But all this will add to the costs per job which goes against our first principles (and probably most customers).
What do you think guys ??
Grant