You're under deadline pressure for After-Sales. How can you balance quality and speed?

Prioritizing activities is one of the most important missions in the after-sales sector. When I talk about the topic, I like to use the "Eisenhower Matrix" as an example. There is a quadrant that details each item, but in short, the matrix can be applied as: Important and urgent: NEEDS TO BE DONE "YESTERDAY" Important, but not urgent: CAN BE SCHEDULED Urgent but not important: CAN BE DELEGATED Neither important nor urgent: CAN BE ELIMINATED As a business consultant, specialized sales, risk management & contracts, this is the tool I most apply in my works.

O pós venda é fundamental para o sucesso da venda em só e no caso é um diferencial quando bem praticado através da assistência técnica, da resposta, do Retorno. Com certeza o cliente volta.

O ponto central tem que ser o cliente, suas necessidades e expectativas, o método ABCDE é de fácil compreens?o, o seu processo facilita a visualiza??o por etapas e prioridades, assim a equipe sabe de todas as suas responsabilidades e prazos. O processo bem desenhado dentro de um CRM facilita o trabalho de todos, a gest?o tem acesso aos KPIs para corrigir possíveis erros de rota antes de um desastre. A gest?o a aplicando o método PDCA gera melhora continua em um ciclo virtuoso.

I share my own Global experience: 1) Clear priorities can be better selected, using appropriate and easy VISUAL elements, such as dashboards, with a good balance between quantitative (e.g., KPI’s) and qualitative parameters; 2) In general, “less is more”. Also “step by step” sounds trivial, but actually, not always kept in balance. We can reach better hassle free processes and get better solutions, with customers and staff satisfaction, keeping, as Leaders, clear guidance regarding priorities and keeping at the same time the proper focus and level of attention and care adjusted based on main topics and issues.

Assuming you set realistic deadlines, pressure can only arise from overextending yourself. Prioritizing is the obvious answer, however, ultimately you need to determine where you excel and focus on tasks where your skill set best serves the client & your company, the rest you delegate (and oversee).

As I mentioned in the previous topic, when using the "Eisenhower Matrix", one of the situations that can be done is to delegate tasks. We can delegate, or automate through specific software for this. You just need to be very careful not to automate processes, in situations where human relationships would be more important. Remember: It's always about people, they are the ones who make a business grow up. We must also not forget to monitor quality indicators, with emphasis on always putting the good customer experience at the top!!!

O ponto central tem que ser o cliente, suas necessidades e expectativas, o método ABCDE é de fácil compreens?o, o seu processo facilita a visualiza??o por etapas e prioridades, assim a equipe sabe de todas as suas responsabilidades e prazos. O processo bem desenhado dentro de um CRM facilita o trabalho de todos, a gest?o tem acesso aos KPIs para corrigir possíveis erros de rota antes de um desastre. A gest?o a aplicando o método PDCA gera melhora continua em um ciclo virtuoso.

In my opinion - and probably lots of you share this out of your own experience - Aftersales is the "business card" of a company. I would doubt there is a single customer out there, who does not base their buying decisions also on past Aftersales experience. Now the challenge when automating things or using AI, is you still want your customer to feel "special", individually treated. We all hate generic answers that down actually provide any help or make you feel like a company does not care once you bought their product. In the future, when more and more AI and automation comes into play, standing out in communication will make a huge difference. At least for me it would.

Acá complemento: hoy en el mercado hay gran cantidad de soluciones que permiten automatizar aquello que no requiere de análisis robusto, que se puede integrar fácilmente con los servicios de cada negocio y devolver información de valor en tiempo real, considerando que hoy la variable tiempo es una de las variables claves en la posventa. Por ejemplo, si tengo que entregar un pedido y no voy a llegar puedo avisar de manera proactiva con un push y abrir una agenda al cliente para que eliga las opciones disponibles, todo automatizado, simple y fácil para el cliente

I share my own Global experience: 1) Delegation is a great instrument, not much only for Leadership/Management by tasks distribution, but for overall motivation and creativity boost overall; 2) Also, VISUAL elements and automatic reminders available to the Staff and operative teams are a great instrument for a better and the best possible hassle free prioritisation, delegation and effective treatment of cases, topics and solutions.

I constantly talk in consultancies and mentoring, that we can simplify processes in the after-sales area,. This it will be an opportunity to gain points with customers. We are all customers at some point, and bureaucratic processes for contacts, boring formalities, and similar cases are terrible. Leonardo da Vinci left us an incredible phrase: "Simple is the highest degree of sophistication." For people who work in post-sales, it is always beneficial to use software to record interactions, schedule return dates, dates for contacts during the anniversary period, etc. The idea is to generate tracking mechanisms and cadence for contacts, be per specific issues, on special dates, or even for a process itself.

O ponto central tem que ser o cliente, suas necessidades e expectativas, o método ABCDE é de fácil compreens?o, o seu processo facilita a visualiza??o por etapas e prioridades, assim a equipe sabe de todas as suas responsabilidades e prazos. O processo bem desenhado dentro de um CRM facilita o trabalho de todos, a gest?o tem acesso aos KPIs para corrigir possíveis erros de rota antes de um desastre. A gest?o a aplicando o método PDCA gera melhora continua em um ciclo virtuoso.

Uma das formas de agilizar o processo é verificar novos métodos de trabalho assim agilizando pequenos detalhes que no final faram diferen?a no tempo. Sempre usando o Kaizen.

Whatever system is used in after-sales, it must be a simple and user-friendly interface, recognized by the professionals of the industry. Simplifying the interaction between HQ, repair networks and customers is a golden rule, avoiding the implementation of complex software for the end users. This would not only hasten operational speed but also create required space in the daily agenda of every stakeholder to concentrate on quality. It is not only about the elimination of redundant or poor added value processes though. Brands are constantly launching new parts and services programmes/modules and they have to answer the expectations of the end users of these systems. Or they will be counter productive from a quality/speed perspective.

Streamlining post-sales processes and eliminating unnecessary or redundant steps is crucial to ensure efficiency and quality. Using a CRM system, spreadsheets, or other management tools can help track customer interactions and history, leading to more personalized and effective customer service. Additionally, checklists and workflows can standardize best practices, making sure nothing falls through the cracks during customer interactions. Moreover, feedback and data can be valuable to identify opportunities for process improvement

One of the best ways to be successful in after-sales is to act preventively and recurrently. By making constant contact with customers, it becomes easier to detect possible failures or dissatisfaction. Many organizations only contact customers during specific periods for the "annual satisfaction survey". This could be a big mistake. Many customers don't complain, they just change suppliers. It making contact frequently, it is a way to mitigate risks. This way, the customer will feel important and valued, especially if they receive answers to their opinions, suggestions for improvements or dissatisfaction.

Equilibrar qualidade e velocidade no pós-venda é essencial para o sucesso do negócio. Ao priorizar tarefas, automatizar processos e ser proativo com os clientes, podemos garantir uma experiência satisfatória e eficiente. Aprender e melhorar continuamente também é fundamental para manter a excelência no servi?o ao cliente.

Com a experiência de compra sendo um aspecto cada vez mais relevante, aumenta a importancia do atendimento pós-venda, esse é um dos fatores cruciais para aumentar a fideliza??o, pois intera??es eficientes e pontuais após a efetiva??o da compra s?o determinantes para ganhar a confian?a do público. S?o poucas as empresas que fazem essa comunica??o pós-venda de maneira certa, já que o foco, na maioria dos casos, está em convencer o cliente a adquirir um produto. Quando acontece algum imprevisto, as empresas acabam agindo de maneira equivocada e até mesmo aumentando o problema. é fundamental que as empresas fiquem atentas a alguns fatores que podem ser cruciais para que os problemas do pós-venda sejam solucionados da melhor forma possível.

In my perspective, prioritizing after-sales services is imperative for any manufacturer. Regardless of the reliability of their products, a certain failure rate is unavoidable. This rate may vary, but it remains a constant factor. After-sales services encompass a range of critical processes, including call center operations, logistics, warehousing, technological expertise, IT infrastructure, automation, communication, and transparency. These comprehensive services not only address issues effectively but also serve as a pathway to reaffirming customer trust in the manufacturer.

Being proactive and responsive to your customers' needs and expectations is one of the best ways to ensure quality and speed in post-sales. By anticipating their questions, issues, or desires, you can provide them with relevant and timely solutions, information, or offers. Responding to their inquiries, feedback, or complaints shows that you care and value their opinions. By being proactive and responsive, you can not only save time and avoid problems but also build trust and loyalty with your customers.

The journey of a sector, or an after-sales professional, can be incredible, especially when driven by humility, a desire to learn and make a positive difference in the lives of their customers. It is necessary to measure the evolution of knowledge and satisfaction, of customers and also of direct and indirect leaders and, if possible, of co-workers. It demonstrating transparency and a genuine desire to evolve, as a professional and as a human being, trust, admiration, respect and better opportunities, will be a consequence!

I share my own Global Leadership experience: Cultivate and engage a culture of “lessons-learned”. Have clear vision, mission and strategy to guide and motivate.

O ponto central tem que ser o cliente, suas necessidades e expectativas, o método ABCDE é de fácil compreens?o, o seu processo facilita a visualiza??o por etapas e prioridades, assim a equipe sabe de todas as suas responsabilidades e prazos. O processo bem desenhado dentro de um CRM facilita o trabalho de todos, a gest?o tem acesso aos KPIs para corrigir possíveis erros de rota antes de um desastre. A gest?o a aplicando o método PDCA gera melhora continua em um ciclo virtuoso.

O pós vendas já deve ser praticado durante a venda. Ter uma gest?o de risco é primordial para prever possíveis desvios que podem acontecer no processo. N?o é ser pessimista, é ter uma lista de procedimentos que caso o processo saia dos trilhos, precisamos saber como lidar. Com isso diminuiremos o tempo de atendimento, na resolu??o do problema que n?o estava previsto. Saber a prioridade de cada demanda, saber qual cliente pode esperar e qual é urgente, também é uma habilidade incrível para quem trabalha no pós-vendas. O mínimo tem que ser feito, e acredito que apenas com uma gest?o de risco bacana, já se ver grandes resultados.

It is something that requires a strategic decision on priorities, tasks should be prioritized based on the impact they will have on the customer. It is necessary and encouraged to adopt methodologies to improve after-sales processes, this includes using technology to improve streamline, communication and quality. I recommend adopting agile methodologies and also making constant use of technologies and also AI tools, which are great allies when used wisely.

1/ Ensure perfect connection/communication between backoffice and frontoffice teams. They have distinct skills and tasks and complete each other. Neither quality nor rapidity could be achieved if these 2 teams are not synchronized in the daily rush. 2/ Working with processes and confirmed methods is a great thing but improvising in certain situations is a life saver in after-sales. There will be lots of exceptional cases and customer satisfaction will be secured only if your teams know how to take initiative in these instances. 3/ A perfect quality/rapidity rate is a perfect mix of experience and expertise. So keep your after-sales organizations intact in the long term. After-sales is a sensitive domain where staff turnover is very high.

O ponto central tem que ser o cliente, suas necessidades e expectativas, o método ABCDE é de fácil compreens?o, o seu processo facilita a visualiza??o por etapas e prioridades, assim a equipe sabe de todas as suas responsabilidades e prazos. O processo bem desenhado dentro de um CRM facilita o trabalho de todos, a gest?o tem acesso aos KPIs para corrigir possíveis erros de rota antes de um desastre. A gest?o a aplicando o método PDCA gera melhora continua em um ciclo virtuoso.

Na minha experiencia o retorno ao cliente é essencial, sendo ele positivo ou negativo, ele precisa estar informado e por dentro dos acontecimentos relatados. O CRM é uma excelente ferramenta para estreitar relacionamento com cliente criando assim parceiras duradouras.

Las bases están aquí en el artículo, también es importante en muchas ocasiones parar 10 min. y volver a empezar de nuevo, se tiende a perder mucho tiempo, del poco que disponemos, en repetir tareas por no leer, escuchar o ver con atención.

Devemos ter outro item, Verifique a qualidade do servi?o feito e mantenha contato com o cliente. é cada vez mais difícil reter clientes, e o pós vendas tem grande importancia nisso, primeiramente sabendo do grau de satisfa??o do cliente para propor as melhorias, bem como oferecer outros tipos de servi?os futuramente para melhorar o relacionamento e também aumentar o ticket media fazendo o pós vendas um instrumento de contato e de lucro.