Effective management of installations and remedials is critical for an efficient, post-sale operation.
Both processes are part and parcel of the KBB world. And yet, if not handled with the required careful consideration, can become a major source of customer dissatisfaction.
Whether in relation to a particular time sensitivity for a dream project installation, or in negligence towards rectifying any issues that have arisen since completion.
Installations and remedials have the potential to generate significant pain points for a client.
Effectively Managing Installations & Remedials
However, by having a process in place to ensure both activities run as smoothly as possible, your actions 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 allows you to ensure quality service consistently.
Especially designed to work with the inevitable problems that arise from home installations, 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.
In this article, we will highlight three top tips that you can implement for successfully managing your installations and remedials.
Power Of Planning
Sometimes, mistakes are unavoidable. What matters most is how you react to them.
As ever, 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. Internally, 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 for every project.
Having a birds eye view of outstanding installations ensures each party is fully up to date on the situation at hand. It allows the business itself to provide adequate resource for timely completion.
Having this insight helps you share realistic time frames with the customer, rather than promising a date sooner than is feasibly possible.
It’s always better to over deliver than over promise.
Similarly, proactivity and planning for remedial work can allow you to turn a negative into a positive.
By implementing your best practice process for rectifying any product 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.
Aligning your unique best practice workflows to both installations and remedials will better prepare the company as a whole to handle each process as effectively as possible.
Clear communication can alleviate even the greatest of frustrations.
One of the most irritating things for your customers 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.
If nothing else, communicating with customers as to what is happening with their project provides an accurate insight.
“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.
Neither portrays you in a good light.
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.
This allows each team to be fully up to speed with a project’s status and, by extension, facilitate a more streamlined, impressive service.
Everything can always be improved. Perfection may be the dream but minimising the amount of hiccups you have to address is more realistic.
By looking introspectively, you can ask yourself 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.
Reaching them first could prevent an escalation of an emerging problem.
Likewise, consider adding surveys in the post-install or remedial period to pick up any issues ahead of time, giving the customer a direct channel to your business. Think of these as your pre-emptive customer service safety net.
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.
Installations and remedials need not be a complex issue.
Identifying and implementing a best practice workflow alongside clear communication can turn a challenging experience into an opportunity.
Don’t let recurring mistakes or disjointed communications destroy your hard work in winning the business.
Intrigued to learn more? Check out our Insights Hub to keep your business at the cutting edge.
June 24th, 2021-