As a field service engineer, you face different situations every day that require you to deliver high-quality service while meeting customer expectations. How do you balance these two aspects and ensure customer satisfaction and loyalty? In this article, we will share some tips and best practices to help you achieve this goal.
The first step to balance customer expectations and service standards is to know your customers and their needs, preferences, and pain points. You can do this by researching their industry, company, and products, as well as asking them questions and listening to their feedback. By understanding their goals and challenges, you can tailor your service to their specific requirements and anticipate their expectations.
This is an example of where people-skills are really valuable in field service. Like it or not, we field service professionals are often seen as the 'face' of our employers by our customers. Building and tending good relationships on the person-to-person level with our customers is really helpful for dealing with times when things may not go smoothly.
The second step is to set clear and realistic expectations with your customers before, during, and after the service. You can do this by communicating the scope, timeline, and deliverables of the service, as well as the roles and responsibilities of each party. You can also update them on the progress and status of the service, and inform them of any changes or issues that may arise. By setting clear expectations, you can avoid misunderstandings, disappointments, and conflicts, and ensure customer satisfaction.
This can be really challenging because the customer usually meets somebody from your sales department before they ever deal with anybody from service. Sales in any company will generally say anything to close the deal, so service always has to be on top of expectation-management, especially if the product hasn't done very well in meeting customer expectations.
The third step is to follow the service standards and protocols that your company or organization has established. These standards may include quality, safety, compliance, documentation, and communication guidelines that ensure consistency and professionalism in your service delivery. You can also follow best practices and recommendations from your peers, mentors, and industry experts to improve your skills and knowledge. By following service standards, you can demonstrate your competence, reliability, and credibility, and build customer trust and confidence.
Every brand has some standards and customers expect those standards to be fulfilled In case a customer wants you to compromise on your standards depending on cost or time considerations , see where these standards fall into - must have or good to have Don’t compromise on must haves despite the fear of losing business and you can let the decision on “good to have be with customers” post educating what they lose Some must have standards would be safety related which obviously can’t be compromised on Some good to have standards can be related to a cosmetic / beautification / value added service which can be done later Remember , what is good to have standard now might become must have later
The fourth step is to adapt to different situations and scenarios that may occur during your service. You may encounter unexpected problems, emergencies, delays, or changes that require you to be flexible, creative, and resourceful. You may also have to deal with different types of customers, such as demanding, impatient, or dissatisfied ones, that require you to be polite, empathetic, and assertive. By adapting to situations, you can overcome challenges, find solutions, and satisfy customer needs.
The fifth step is to seek feedback from your customers after the service. You can do this by asking them to rate your service, fill out a survey, or write a review. You can also follow up with them to thank them, address any concerns, or offer additional support. By seeking feedback, you can measure customer satisfaction and loyalty, identify areas of improvement, and learn from your mistakes.
The sixth step is to keep learning and improving your skills and knowledge as a field service engineer. You can do this by attending training, workshops, or webinars, reading books or articles, or joining online communities or forums. You can also seek mentorship, coaching, or feedback from your managers, colleagues, or customers. By keeping learning, you can stay updated on the latest trends, technologies, and best practices in your field, and enhance your service quality and value.