Providing an outstanding installation and aftercare service is a critical part of your customer process.
Alongside effective remedial management, excellence beyond the sale can be as important in driving revenue as providing a premium product outright.
“Your installation and aftercare experience needs to be as good as, if not better than, every stage of the customer journey that has gone before.
The opportunity may well be “closed won”, but that doesn’t mean the job is finished.”
It can be the make or break moment, where your customer’s vision is finally realised.
Get it right here, and you could see the difference between completing a single opportunity and gaining a customer for life.
Why Does Installation & Aftercare Matter?
Put yourself in your customer’s shoes for a second…
You’ve envisioned your dream project, chosen your preferred supplier, designed the specification to your precise needs and signed on the dotted line.
Excitement is at its peak as your vision is becoming a reality.
Installation and after care is the final piece of the puzzle. The last act in project completion.
If service, or quality of delivery, drops off here, it’s going to have a hugely detrimental impact on your perception of the supplier.
No matter how impressive everything has been in the build up.
“Ensuring a positive post purchase customer experience is vital for brands.
It affects whether customers will return to the brand in the future, or if they would recommend the product or service to others.”
A quality installation and aftercare service is a level of support that the customer can rely upon.
Whether it’s timely completion, insightful information covering common FAQs or a friendly, knowledgeable customer service team.
It is during this stage of the customer journey that you can really shine.
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Benefits Of Effective Installation & Aftercare
Save Time & Money
Responding to customer queries can be a time-consuming process, especially when the right people aren’t immediately on hand or recurring issues keep cropping up.
Implementing quality installation and aftercare can help companies prevent resource draining requirements by pre-empting queries and decreasing response times.
Through efficient preparation, you can save your business time and money, ensuring your focus remains on winning new business and exceeding your objectives.
Brand Advocates
A quality service goes hand in hand with positive referrals and the creation of brand advocates.
By investing time in implementing a service that focuses on the customer, it will likely result in higher levels of satisfaction.
It is human nature to share with others when we have received a service or product that we are impressed with. And nothing can match a glowing customer review for potential positive impact.
“Customer testimonials have the highest effectiveness rating for content marketing at 89%.”
SOCIAL FRESH
The vast majority of your potential new audience want affirmation from your existing customers.
For peace of mind that people like them have found the solution to their current needs through using your services.
Brand advocates help cement credibility by providing social proof that, as an organisation, you will support them through the entire sales process and beyond.
Customer Trust
Above all else, the most important aspect to installation and aftercare is being a service that your customers can trust.
To be there when they need you. With full confidence you can provide a swift resolution.
Exceptional customer service demonstrates compassion, a commitment to customer interests, and a focus on accountability.
It shows that your company cares enough about its customers to patiently and reliably walk them through any issues they might be having.
Remember, the norm for you could be the extraordinary for your customers.
It’s important to make them feel reassured that you can be trusted to deliver.
Proactive Problem Solving
Last but not least, taking a proactive approach to installation and aftercare will ensure you stay on the front foot.
Seeking primarily to actively delight customers rather than retrospectively responding when something has gone wrong.
Whilst some issues are unavoidable, being prepared for every outcome helps negate the impact and ensures your team can be on hand for customers who truly need your assistance.
Not all will this enhance your overall offering, but elevate the opinion of your customers as you portray yourself as a company that cares.
Ready to explore how Anthill can enhance your installations and aftercare? Schedule a demo today.
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