Appointments subject to being ignored...
Recently I encountered a quite unpleasant online appointment setting experience at two different car repair shops. For both I went online, scheduled an appointment and reserved the tires I needed. Based on my busy schedule I assumed that preparing ahead of time this would be the most efficient way to get the work completed as quickly as possible.
I was wrong, well mostly wrong.
On a Tuesday, I visited the first car repair shop and shared that I had made an appointment online and reserved the tires I needed. Much to the service techs non-surprise my appointment was not in the system. I asked what happened since I did everything online. He shared that this happens a lot and that the online system does not work. He then shared that I could reschedule for an appointment on Thursday since they were booked that day. I understand it was not the service techs fault, so I declined and left.
My second attempted at another car repair shop was scheduled for Wednesday. I arrived at my appointment and was nervous I would be turned away again… Fortunately / unfortunately, the service tech had my appointment, but did not have my tires available that I had reserved and confirmed were in stock.
Here is where the second service tech saved this potentially frustrating encounter. He immediately apologized, came up with a solution to get the tires from another location. He shared that as they were preparing my vehicle, another tech would get the tires and be right back. I was in and out just as he shared. Kudos to this team saving a potentially frustrating experience.
Here is my point to the story.
Great customer service is built on creating value for your customer. Value in this case is creating a convenience. And that convenience is occurring online. More and more consumers are doing research online and scheduling appointments online to fit their busy schedules. According to Pingup: online bookings are growing rapidly. Their data suggests a growing consumer preference for online tools versus calls. It’s about the customer convenience.
My suggestions if you use online appointments:
- Confirm the appointment after it has been made. Confirm all the details of the appointment and the customers expectations. Do not allow anything to chance.
- Be ready for the online customer. It's part of the new consumer shopping experience and expectations. Know how your system works, what the consumer "sees" online and how to answer questions as they are looking at your online system.
- Be ready for the appointments. Time is one of the most valuable commodities that your customer does not want to waste. Create a value that you respect your customer's time.
- Communicate your plan with your team. Does the team know to check for appointments and prepare ahead of time? Can you greet your customer at the door? Have their information ready (don't ask for their information again that they just spent time entering online).
- How do you give preference to the online appointment versus walk in?
Even though my online scheduling experience was less than spectacular, it was saved by a service tech that addressed the issue and created a plan to make it right that vlaued my time.
So the bottom line, never let your online appointments be ignored...
Written by Gary Gregory who shops online and makes appointments online. I am one of those that love to do work online but also love the interaction with people in a customer service setting. And by the way, it was Firestone Complete Auto Care (4700 Preston Rd, Frisco, TX 75034) that saved my online appointment making experience with great customer service. Visit my other articles for my take on customer service.