For KBB retailers seeking an efficient, post-sale operation, effective management of installations and remedials is critical.
Both processes are part and parcel of the world of fixtures and fittings. And yet, if not handled with due care, can become a major source of customer dissatisfaction.
Whether in relation to time sensitivity for a project installation, or in negligence towards rectifying any issues.
Installations and remedials have the potential to generate significant pain.
But that need not be the case.
Effectively Managing Installations & Remedials
Having a process in place to ensure installations and remedials run as smoothly as possible will undoubtedly contribute toward a more enjoyable customer experience.
“Having a plan to deal with every situation provides the opportunity to turn a negative experience into a positive one.”Big Commerce
The structure that comes from having a defined process. A process which allows you to ensure consistent, quality service.
Problems arising during project installations are somewhat inevitable.
Yet the right system provides a safety net to ensure your customer will be looked after no matter what happens.
All you need to do, is prepare.
Here are three top tips that you can follow for successfully managing your installations and remedials.
1 – Power Of Planning
If mistakes are unavoidable, what matters most is how you react to them. And taking a proactive approach is the best way forward.
Through effective forward planning you can ensure, no matter the situation, you’re well placed to remedy it.
“Forward planning offers a clear understanding of where you either met, fell short, or exceeded the planned goals or expectations.”Forbes
Transferring a project from design to delivery can, on occasion, be awkward. Especially when several parties are involved.
Designers need to collaborate with estimators who in turn need to handle external conversations with third party suppliers.
Logistically, it can be a challenging pinch point.
Having a birds eye view ensures each party is fully up to date on the situation at hand; allowing the business itself to provide adequate resource for timely completion.
This insight helps share realistic time frames with the customer, rather than promising a date sooner than is feasibly possible.
Similarly, proactivity can allow you to turn negativity around remedial work into a positive.
By implementing your best practice process for rectifying issues, you can guarantee the remedial work is completed in a timely manner, with a consistently high quality approach.
An amazing response, delivered in a short time frame, can influence a customer’s opinion of you for the better. Even if the reason for engagement was a negative experience.
2 – Clear Communication
Clear communication can alleviate even the greatest of frustrations.
One of the most irritating situations your customers face is being left in the dark.
A lack of communication suggests an ignorance toward their needs and a lack of interest in helping achieve their goals.
“Collaboration is a no-brainer for any business seeking to improve the customer experience.”Ringcentral
For many incidences of remedial work, a fix is required as soon as possible.
Even the simple act of acknowledging this fact can go a long way to improving customer experience.
Don’t wait for a customer to ask for information. The need for them to do so suggests an air of impatience directed toward you, or a perceived lack of action.
Instead, look to proactively share any relevant information you have. This proves you know precisely what’s going through their mind and that you’re best placed to provide what they need.
Automating these essential communications, for installations and remedials alike, allows you to to supply the required touchpoints whilst freeing your team up to carry on with the job at hand.
Internal communications also benefit from clarity.
Having transparency across the organisation ensures there is no miscommunication, allowing each team to be fully up to speed with a project’s status and, by extension, facilitate a more streamlined, impressive service.
3 – Reflective Reporting
Everything can always be improved.
Whilst perfection may be the dream, minimising the amount of hiccups you have to address is immediately realistic.
By looking introspectively, you can ask pertinent questions about how your process could be better geared towards serving your customers.
What were the common issues they experienced?
What aspects of the process were customers most frustrated by?
How could we avoid the same issue arising again?
“Monitoring an area that has problems should help point out what has triggered any issues.
This can then be used to provide a fix or come up with ways to improve.”Whistl
Reflectively reporting, through individual, store or company wide dashboards can allow you to better identify trends with product lines, designers or installers alike to address and improve any problems at the source.
Assigning “health scores” to projects undergoing installation or remedial work can also help focus your teams on those clients experiencing most difficulty.
Analysing what has gone before helps you to improve your response should an issue arise again. It is the best way to learn a new proactive, preventative approach.
Ready to explore how Anthill can improve your approach to installation and remedial management? Schedule a demo today.
June 23rd, 2022-