Understanding Successful Service Department Management can be hard to do. We have all heard so many great things about our local grocery store managers or fast-food restaurants, but how do they do it? How can we expect them to work magic on our departments when they probably haven’t worked much at all themselves? This series of articles will explain exactly how successful service managers do what they do. By the end of this article, you will understand why every other business should consider this model for management.
Successful Service Department Management Series – Part I: The Beginning When I was a young man I joined a carwash business because my business partner suggested it. As we grew together, I learned more about the business and about myself. After fifteen years, we sold the business and my partner went on to become the president of the carwash. Since then I’ve been trying to put this experience into writing to help others get started in their own businesses.
Successful Service Department Management Series – Part II: What Are Social Media And Why Is Customer Service Representatives Like Motorcycle Mechanics In A Dentist’s Office? As my carwash company grew, I noticed that the majority of my sales reps were social-media junkies. They used Facebook, Twitter, LinkedIn, YouTube, MySpace, FourSquare, etc., as primary channels for business promotion and customer service. And guess what? Most of them weren’t even happy when I told them that we had lost a lot of business because the customer service representatives were less than helpful.
That experience taught me that service-based business success requires more than just having a great product. It also requires building a solid, deep relationship with your customers. Building a relationship starts with great products, but it goes beyond that. You have to be able to identify their needs, understand their mindset, and be prepared to meet their expectations.
So what are some critical success factors to building great customer service? Some of them may sound simple, like treating people well or paying attention to detail. But don’t underestimate the power of these simple concepts. Another key factor is having an easy-to-use point-of-sale system. Having a point-of-sale system that is easy to use, can make all the difference in how your customers perceive you.
Let’s say that a carwash sales representative is dealing with a customer who has given his or her specific instructions for the carwash. The sales rep should have all the details – including a paper for the instructions – within arm’s reach. If the client cannot find the paper, he or she will look for it elsewhere and maybe never return. Top-of-mind items make sure that the customer does not have to search high and low for a specific aspect of your service-based business.
A third key element is having a diverse customer base. It doesn’t matter whether you work at a swimming pool or a busy office building: There is always going to be a segment of the population that you will not immediately be targeting. In order to have a successful service business, you must know how to reach all segments of your client base. This is why it is important for you to know how to join us.
Joining us means getting our name into the community. This helps to create a soft-sell atmosphere in your local community. It also provides additional opportunities for your service-based company to grow and expand. People will be looking for you because you are already “there.” In addition, they will know that you are open for business during tough times and willing to help out when the going gets tough.