Reducing Effort and Improved Response Times Matter When It Comes To Repair and Maintenance Needs
Providing automated mobile APP capabilities, website FAQs, and short how-to (self-service) videos all help in producing faster answers to customer queries, time and time again. Here’s one scenario: A new, motivated client contacts your customer service department via email with a simple question.
Your customer expects an answer, a prompt call back or at a minimum, a response is driven by an automated website system that either answer the question or promises a reply by close of business that day. Just how prompt does your initial reply need to be? According to a recent study conducted by Forrester Research:
— 41% of customers (consumers) expect at least an email response within six hours.
Six hours! The survey further reports that only 20% of small companies respond to customers’ queries. According to CEB, a subsidiary of Gartner, customer loyalty and/or it’s alter ego, disloyalty, is a function of customer effort. Make it easy, solve the problem and Eureka customer loyalty improves. However, not solving the customer’s problem the first time is the kiss of death for most service organizations, having a 2.5X impact on customer loyalty (creating disloyalty). In other words, throw out the stopwatches and fix the problem when the problem occurs, whether on the phone or in the field. Solving a customer’s problem correctly the first time is the way to elevate customer loyalty. Again, make it easy. The last thing a customer wants to do is to send an email or make a call to fix something that should be working already. It’s imperative when the call comes in, remedy the situation in a highly professional manner.
Reducing Customer Effort and Faster Response Times Will Boost The Bottom Line
In the digital age, acceptable email response time, according to most experts, is within 24 hours of the initial communication by the customer. Does your response-time align with this rate? Is email the optimal way to solve the customer’s problems in the most efficient and effective manner, or is your website, or the phone? Again, CEB’s research shows that the hassle factor accelerates when actually offering too many communication options. Find the method that works best for your clients, stick to it and make it the best it can be.
In today’s hyper world, speed is a competitive strategy, but reducing customer effort is the secret to elevating customer loyalty, and thus increasing customer retention rates.
Inconsistent Response Times
It’s safe to say that the fitness industry continues to be plagued by inconsistent service response times.
Responding to customers’ online and phone queries are just part of the equation in retaining customers. “They have called you for a solution to a problem they are dealing with in real time. They want the issue to be solved and solved on the first call…period,” says Bob Burgess, CEO of Heartline Fitness Systems. He says, “Amazon has set the customer service bar high by automating service communications and further reducing effort. We’re striving for this very same level of service excellence.” “It requires a serious investment in technology, but given the volume of calls and the need to solve the problem right then and there, the investment in smart technology is table stakes today.”
Something Breaks, Who Has Time to Wait?
Heartline Fitness’ clients demand a clean, safe and reliable experience for their residents/owners/members when it comes to their fitness facilities. In turn, Heartline guarantees a 24-hour service team response and a 48-72-hour technician visit. To do this, we maintain a team of 32 seasoned certified technicians in our Maine to Miami footprint.
We also offer comprehensive maintenance and site assessment services to assure that a client’s fitness amenities are well maintained and fit for use. “At Heartline, we strive to ensure our clients’ peace of mind,” says Jeff Shipman, President of Heartline Technical Services.
In certain cases, we’ll even remove, or rearrange your existing, or old, equipment to make room for your new machines and give the space a flow that moves users optimally through a workout.