By using Dispatch, Flo was able to engage their contractors, optimize their service operations, open up transparent messaging across all parties in the service experience, and provide loyalty-inspiring experiences to their customers.

“We needed to be able to connect the homeowner to the contractor and to have visibility into the job. We needed to be able to communicate with the contractor and see their activity, and then to follow up with them and find out about what happened with each job.

We found Dispatch and it’s allowed us to bring a great experience to our customers and our installers. It’s allowed us to build a great relationship with them, and to get feedback from our customers that our installers are doing what they should be doing – giving great service.”

With Dispatch, Flo by Moen was able to:

• Reduce service call volume
• Reduce time spent on operational task
• Reduce job cycle time
• Increase customer NPS and CSAT

Download our case study today to see how we did it.

The post Case Study – How Dispatch Helped Flo by Moen Gain Visibility and Increase NPS appeared first on Dispatch Technologies.

So I type “home service repair” into Google and find the highest-rated service company. After I call them and leave a message, I get a call back to schedule my appointment. At that moment, I realized that most service providers unknowingly neglect the most important thing about “home service” – the experience.

So, to all service providers, OEMs, or any company that offers in-home service, please listen to this plea…

My blood doesn’t boil because my pipes are leaking, my blood boils because of the moments between where I’m left in the dark with little to no communication from the service companies. These moments are the “experiences” that every home service company neglects – the hopeless minutes homeowners feel when waiting for the technician to arrive.

Modern companies have noticed that we live in a customer-centric world and customers now expect to be kept in the loop about everything! They want to know:

• Who is arriving?
• When will they be arriving?
• What do they look like?
• Can I leave feedback?
• Can I communicate with them ahead of time?
• Can I easily reschedule or cancel the appointment?
• Can I do everything on my phone?

With consumer expectations rising, it’s time to demand more of your brand and deliver a modern customer experience.

In this post, we break down how to turn those hopeless moments into tech-driven memorable experiences.

Step 1: The moment a customer needs help

Ask yourself this, how frustrating is it when companies make it difficult to schedule an appointment? You search for the “book now” button only to realize that they don’t have one. So you dial the dispatcher, wait for someone to call back, and schedule a time that most likely isn’t built around your schedule but theirs. Nothing about this sounds like an optimal customer experience does it?

The importance of customer experience in the age of instant gratification is now higher than ever.

How to fix step 1:

Simple. Build in a process that allows homeowners to schedule appointments with your company at a time and date that works best for them. Here’s what you do – add a “Book Now” button that takes homeowners to a form where they can share details about their need, fill out their contact information, select the best days and times that work well for them, and easily send their service request with a click of a button.

Then, and this is the most important part, the company sends the homeowner a text message confirming that they received the service request. This immediate communication lets the homeowner know that you have their best intentions in mind and you’re on it. It adds a little bode of confidence in their mind that your brand has everything under control.

Step 2: The moment the customer starts to feel left in the dark

How annoying is it when you text someone a question and they don’t get back for a few days? You start thinking – Are they mad at me? Was I too pushy? Why aren’t they responding? The silence messes with your rationality and just like any other human being you craft a narrative that explains/justifies their silence – often based on zero evidence.

The same goes for service companies. When I schedule an appointment and don’t hear anything from the company for a while, I begin thinking:

• “Did they forget about my appointment and do I need to call to confirm?”
• “Did I actually submit my request?”
• “Is this the right company to go with?”

So what do customers typically do? They call to confirm that the company got their request.

This weekend, I witnessed this exact thing. Before a scheduled carpet cleaning, the homeowner called to confirm that the appointment is still on. I thought to myself, why is it that people assume service companies will inevitably forget about them? It’s not the same in other industries. I don’t call my airline to make sure my ticket is still valid before my flight, so why should I call a home service company to confirm my appointment after it’s already been scheduled? It’s because we’re nurtured to expect a late technician or worse, a no-show.

This stems from the infrequent communication service providers have with their customers, causing homeowners’ latitude of patience to become exceptionally thin.

How to fix step 2:

It’s easy. Implement a tool like Dispatch and send automatic status updates to customers through SMS and/or email. Companies can pop off appointment confirmations, status updates, appointment reminders, on-my-way appointment notifications, feedback surveys, and much more. All of this helps your customers feel informed, aware, and most of all valued.

Step 3: The moment a customer can’t leave feedback

Before I purchase anything (product or service), I read online reviews. I do it before I buy online, and I do it while I buy in-store. I want to know what others are saying. I want to know what type of experience they had. I want to know if 3-weeks later the person still found value in it. I’m very willing to go to yelp or Google and leave a positive review if I had a good experience. Here’s a review I left after getting my tires changed.

I also left it on Yelp…

I wanted to blast it everywhere because I had a great experience and I want to push as many businesses as possible to the companies I enjoy. Most modern customers want their opinion voiced when someone does a good or poor job. It’s just the world we live in! The stigma here is that people only use reviews for negative things…this simply isn’t true. Case in point, look at all the reviews Car Zone has.

How to fix step 3:

Most companies don’t like asking for reviews – which is okay. Dispatch removes that awkward moment with a survey link that is authentically sent the moment a job is complete. So now you can collect every possible review and begin to solidify yourself as an excellent company to do business with.

As a customer, if I’m presented with a quick survey on my phone, I’m much more likely to fill it out – versus getting a link and having to type it in online.

Because of Dispatch’s feedback flow, they’ve helped companies increase their survey feedback response rate by 220%.

So if you’re a company and you’re looking to improve your last-mile customer experience then check us out. Everything presented here is why we exist as an organization. We strive to help home service companies deliver memorable customer experiences.

To learn more, request a demo.

The post How to make your customers feel extremely informed and incredibly valued appeared first on Dispatch Technologies.

The post Attracting New Talent While Building Independent Service Provider Loyalty appeared first on Dispatch Technologies.

To boost customer loyalty, it makes sense to start at the end: Customers often judge your brand by the last interaction they have with you—and since that final interaction is usually with your third-party service providers, these partners can make or break your customer loyalty scores.

If you have constant turnover in your service provider network, your customers are the ones who feel the pinch. Miscommunication, missed appointments, service professionals with little knowledge of your brand, and other problems pop up, sinking the customer experience you spent so long building up.

Because service provider loyalty can have a huge impact on customer loyalty, you want to make working with you as easy for them as possible.

So how do you keep both of these groups happy?

How Can I Improve Service Provider and Customer Loyalty?

Consider your service providers and customers as a two-sided market and your field service management software as the intermediary to build loyalty among both parties.

• Offer multiple ways to connect. Keep important information—like job status, contact information, and customer photos—flowing between your brand, your customers, and your service providers to keep all parties on the same page.
• Make sharing job details easy, fast & clear. Use an app that shares customer and job details with your service providers—so the customer doesn’t have to explain the issue multiple times, and the service provider has easy access to the information they need to get the job done quickly and efficiently.
• Increase service provider loyalty with the right tools. A field service management tool that doesn’t integrate with your providers’ in-house software is just another app for them juggle—which can affect your service provider loyalty.
• Let customers have their say. Customers want to be heard, so make it easy for them to share their kudos and critiques.

Now let’s get all the details on the table.

Offer Multiple Ways to Connect

Nothing frustrates a customer faster than communication issues with their order. Whether it’s a missed tracking number or a multi-layered phone tree to reach a customer service rep, every stumbling block put in your customer’s way reduces the chance that they’ll buy from you again.

Your service provider network needs easy communication with both you and your end customers to keep appointments on time and customer information up to date.

In both cases, offering multiple channels of communication can help keep information flowing where it needs to go. For example, you might offer a web portal where customers can upload details about their work orders, including photographs. With access to this information, along with a centralized database of customer information, your service providers can do their jobs more efficiently. An app can come into play for service and appointment updates, reducing the number of customer no-shows.

Make Sharing Job Details Easy, Fast & Clear

Forbes says that 77% of consumers consider convenience a key factor in choosing service providers. If your order or service process is confusing or requires customers to jump through too many hoops, they’re going to start looking for a clearer experience elsewhere.

One sticking point for customers is in getting the details of their service order to the provider. If you’re making your customers explain their situation to two or three different people, they’re going to be frustrated before your service partner ever arrives at their home.

You can eliminate that problem, and increase customer loyalty, with a field service management app that allows your providers to easily view the customer’s history and information. They’ll arrive at your customer’s home with the right tools and parts, and your customer won’t have to repeat the whole conversation they just had with your customer care team.

Your field service management software makes the process more convenient for your service partners, too. You can give them access to product information, knowledge bases, and customer data that they need to find answers to any customer questions and get the job done quickly.

An FSM tool also helps improve service providers’ first-time fix rate (since they’ll have a better understanding of the job before they arrive at the customer’s home), which will further improve customer experience.

Increase Service Provider Loyalty with The Right Tools

The service management tool you choose needs to enhance your service provider’s workflow. Otherwise, it becomes just one more app taking up space on their phone or tablet—hardly the way to increase service provider loyalty.

The right platform gives you visibility into how your service partners are doing, while also helping them do their jobs. Give them an easy way to assign and track jobs, see customer notes and photos, and accept payments in the field, and your providers will be much happier to use the tool.

If your platform can integrate with tools your service providers are already using, like QuickBooks, ServiceMax, and Zapier, it’ll improve compliance even further. No one likes having to enter the same information into three different web portals, or having to juggle payment processors.

But if you can bring all of these pieces of their business together into one field service management tool, they’ll be much happier to use it.

Let Customers Have Their Say

Customer feedback is essential to understanding what you’re doing right, and where you need to improve. Tweaking your business operations based on common feedback is a great way to improve your customer retention rates.

But your customers don’t want to have to type in a URL or call a phone number on their invoice. If you make it difficult for your customers to give you feedback, you’ll probably only hear from the really motivated ones (both furious and thrilled). This can give you a skewed sense of how your customers feel about your field service business.

Instead, give your customers a way to leave feedback instantly. Asking them to rate you and/or your service provider immediately after the job’s done means that the job is fresh in the customer’s mind. And with the right customer feedback tool, you and your service providers can spot trends and opportunities for improvement.

Customer loyalty and service provider loyalty are both critical to your brand’s success. By employing tactics and tools to keep both of these groups happy, you can cut down on customer service-related expenses—and keep your business growing.

Struggling with ways to help your third-party service providers delight your customers?

With robust communication, scheduling, and feedback tools, Dispatch can improve your customer experience from purchase to service delivery. Schedule a demo to see all it can do for you.

The post How to Ace Your Customer and Service Provider Loyalty appeared first on Dispatch Technologies.

Jeff Bezos, CEO Amazon. July 13, 1999

Today’s consumer has access to more information and tools than ever before. With a single Google search, consumers can find the best price for a given product in a matter of seconds.

The only sustainable, long-term differentiator for companies is the end-to-end customer experience customers receive when interacting with a brand. Brands which differentiate by delivering superlative customer experiences will cash in on greater customer wallet share and lifetime value, ultimately netting greater profits and investor returns.

This is because a happy customer contributes 2.6 times as much revenue as a somewhat satisfied customer and 14 times as much revenue as a somewhat dissatisfied customer. Thus, the need for better customer experience spans many different industries.

The biggest hinderance home service brands face today is delivering a seamless, omnichannel, digital and data-driven experience that connects all parties, including 3rd-party service providers, throughout the customer purchase and home service fulfillment process.

After powering millions of home service jobs in over 30% of the homes in America, here is what we’ve learned for how you can cash in on the home services space.

Why There is an Opportunity to Cash in on the Home Services Space

In the early 2000s, home service companies built customer relationships on their own terms. Brands only communicated with customers when they wanted – typically through mailers and calls, or worse, no communication at all, leaving customers in the dark about the status and timing of their home services. Traditional retailers did a fair job executing product sales and deliveries but struggled to execute on expectations set with customers about the home services experience customers would receive.

Over time, due to the rise of the internet, mobile technologies, social media, and lower barriers to entry for new retailers due to the commoditization of hardware/cloud computing, the consumer rose to the forefront, ultimately having an unlimited choice about who, when and where they would purchase. Consumers suddenly had a megaphone to share the negative (and positive) experiences they were receiving from brands, and the ability to quickly and affordably shift their brand loyalty to brands who focused on CX. Industries outside of the field service arena adopted and implemented new technologies to help bridge the gap between the brand and the customer.

This puts pressure on brands to offer the same level of service to their customers in a tech-driven way. When they do, they can expect to see some drastic improvements to their customer SAT, NPS, revenue, and customer lifetime value.

Here are some of the outcomes service brands can expect after implementing customer experience tools.

Two-Way Communication Tools Improve Brand Perception

Kudos to you if you’re messaging with your customer about their home services appointment. MAJOR kudos to you if your tool allows for two-way communication with that same customer to create engaging experiences.

Home service companies that enable dynamic communication between them and their customer receive more information up front, which does two things: creates a sense of confidence in the customer’s mind, and allows for seamless fulfillment of the service.

Dispatch allows customers and service providers to directly connect with each other in a bi-directional, modern and meaningful way while empowering the consumer to provide information (notes, photos, updates) to the service provider in advance of service execution. Not only is the customer-empowered, but the service provider is well informed about the service the consumer is expecting to have fulfilled….and before appointment execution.

Automatic Appointment Reminders Improve Customer No-Show Rate

By keeping consumers informed of the status of their service appointment, including on the day of service, brands can reduce costs associated with customer no shows and reschedule requests. Automatic appointment reminders prevent this from happening.

54% of millennials prefer to communicate with brands through either mobile or email.

Not only do consumers prefer to communicate bi-directionally, based on experiences they are having with brands, but consumers expect this level of communication so they are informed and not left in the dark waiting. According to Forrester “The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience.

Dispatch’s omnichannel communication tool delivers email, SMS, push, WhatsApp, or whichever communication method your customers prefer at the right moment.

Instant Feedback Helps Monitor NPS

As we evolve in today’s tech-driven world, the importance of immediate data capture becomes vital to reduce customer churn. While every brand will occasionally fail with service delivery, it is essential to be able to immediately act on subpar customer feedback. If your service experience is lacking, then customer switching costs are low and the customer won’t buy more of your product.

Gauging service experience and remedying poor experiences as they happen has led to a 6% reduction in customer churn (2018 Dispatch customer data study).

What is the next step for service companies?

Brands looking to capitalize on the service space need to realize that it’s all about customer experience. Jeff Bezos had it right in 1999 – amazing service is one of the most important long-term and sustainable differentiators that a brand can build. Done right, positive home services experiences will net greater customer wallet-share, customer lifetime value, and incremental product and services revenue for any brand.

The post How Superior Customer Experience is Changing the Home Services Industry appeared first on Dispatch Technologies.

The world of sales is data-driven. The modern sales rep has access to data that helps them sell more efficiently than ever, but without attribution and conversion data, you’ll only get so far.

As a manufacturer, you are driving leads to your dealers – and your distributors are just as invested in helping convert them as you are. This ecosystem is the critical backbone of your sales channels, but when the time comes to understand lead conversion rate or the effectiveness of your marketing spend, working with independent distributors and dealers can be a challenge.

Want to see Dispatch in action? Request a demo here.

What happened to this lead?

We hear this question constantly. Each lead that comes in through your website represents not only potential revenue, but also valuable and actionable data about the effectiveness of your marketing spend, the performance of your dealers/distributors, and the satisfaction of your end customers.

However, the separation between all of these parties means it can be difficult or impossible to actually understand what happened to each lead you send out. Was it accepted? Did a sale occur? Did the dealer perform up to your standards? Did you build loyalty with your customers?

The Dispatch Platform answers these questions. Manufacturers who have implemented Dispatch and worked with us to engage their dealers are able to see what is happening to every lead coming through their website – as a matter of fact, our customers have found that dealers who use Dispatch are 50% more likely to status leads than dealers outside of the Dispatch ecosystem.

Dispatch Lead Conversion Reporting

Further building on this use case, we have just rolled out the Dispatch Lead Conversion Report, which gives you dealer-level and lead-level visibility into:

• Lead conversion rate
• Lead status and final outcome
• Dealer geographical coverage
• Close rate by dealer
• Lead win/loss reason
• Dealer decline/cancel reason

Tracking this lead data over time can help you and your distributors make more informed decisions about the performance of each dealer, allowing you to cultivate the perfect network of dealers that represent your brand, leading to higher lead conversion rates and more revenue.

This, of course, is only made possible by using Dispatch, which connects you with your distributors, dealers, and end customers on one unifying platform.

Empower your Distributors

Making this data available to your distributors will allow them to identify high performing dealers who effectively convert leads in a quick and transparent manner, and help them work with lower-performing dealers to improve their ability to sell and close.

This powerful new lead reporting is part of our Explore reporting suite inside our Manage platform, available to manufacturers who want to close more leads and gain visibility into their business.

Want to see Dispatch in action? Request a demo here.

The post It’s 10pm, do you know where your leads are? appeared first on Dispatch Technologies.

The HVAC industry is growing quickly, with HVAC projected to register a compound annual growth rate of 6.1%  from 2020 to 2027. The ability to not only grow your base but to also maintain the loyalty of your customers and dealers is now more important than ever.

Due to the many moving pieces included within the HVAC service and installation process, it can be difficult to keep track of everything involved. Dealers may decide to recommend other HVAC brands and customers may decide to purchase a different HVAC brand when their current system fails. 

Incentivizing customers and dealers to use your products creates loyalty within these parties and helps guarantee that your products will be used. According to  Nu Comfort “simply increasing your customer retention rates by 5% can raise your profits by anywhere from 25% to 95%.” While customer retention rates are important, retaining customers starts with retaining the best dealers to service and sell to them.

What is happening to your leads?

Imagine a scenario where a customer calls in for repair on their Air Conditioning system and has a negative experience with your dealer. Not only does that reflect poorly on the customer but also on your brand. Good customer service is vital to maintaining the loyalty of your customers; although due to the lack of visibility into what happens after you send your leads, It can be difficult to know what is happening.

HVAC Informed talks about how associations within the HVAC industry are concerned with local governments potentially limiting or stopping HVAC inspections which could open the way for unqualified and unlicensed installers to take advantage of consumers during the crisis. With many areas in America limiting HVAC inspections some of these concerns have come to light. It only takes one bad visit to lose a customer.

Finally, if your dealer isn’t recommending your brand as a replacement, your losing out on the most important aspect to building loyalty. A lack of visibility can harm your brand reputation and also have a direct impact on your bottom line.

Dealer Loyalty is Customer Loyalty

Understanding how important service is to driving customer loyalty – and seeing all the different ways your limited touchpoints with your customers can go wrong – means it’s more critical than ever to understand what’s happening to your leads.

HVAC manufacturers need to take advantage of the tools at their disposal. Having something that can give you more insight and visibility into your process is imperative, but it needs to work for your dealers if you want it to work for you.

Dispatch provides the connection between you, your dealers, and your customers by giving you more visibility and enabling better customer experiences by incentivizing your dealers to provide better service and recommend your brand every time. Dispatch connects every party of the service experience to give companies the tools and information needed to keep their customers happy.

Take a look here to learn more.

The post The New Way to Win Loyalty for HVAC Manufacturers appeared first on Dispatch Technologies.

Your pro network is your blessing and your curse. First, you need to find the right ones. Then, you need to keep them. Seems simple enough, but with your competitors trying to do the same thing, and customer expectations steadily rising, working with your third-party network can become a significant challenge. In addressing this challenge, however, lies an opportunity.

An Extension of Your Brand

The sometimes-hard truth is that cultivating a network of efficient, experienced pros that participate in your preferred programs and do work on your behalf is your best opportunity to drive lifelong customer loyalty. As far as your customer is concerned, every interaction with your network is an interaction with your brand. If your pro is friendly, reliable, and hard-working, then the deck, siding, windows, or garage door they’re installing will be as well. That translates into customer loyalty.

Every touchpoint between your network and your customer is an opportunity to build that loyalty and trust. According to McKinsey, companies with above average customer satisfaction scores can earn up to 300% more than laggards in the same space. Since your network is an extension of your brand, it stands to reason that making sure your network is always putting your best foot forward is not only important – it’s essential.

Preferential Treatment

So you want the best pros, and you want them to participate in your preferred pro programs. This tried-and-true approach to finding and keeping the best possible pros is mutually beneficial – you know that the person walking into your customer’s home is going to represent you well, and will recommend your brand whenever possible. Your pros know that they’re getting the highest level of support and attention from the brands they sell and use for their projects.

In this way, pro loyalty and customer loyalty go hand-in-hand. The more you do for your pros, the more you do for your customers. If you provide them a solution they can use to run their business, and seamlessly work with yours, you give them a pretty good reason to stick around, and sing your praises.

Your customer is probably going to one of your dealers or a big-box retailer to see and feel your product; to decide if it’s right for their needs. Once they do that, they’re probably going to your website to find the right pro to do their job. You need to be confident in the preferred pros that are being featured on your website. Building a strong preferred pro program is the best way to ensure your customers are getting the right experience, so giving your pros the right tools and incentives to keep them engaged with your brand is the best way to drive loyalty.

A Rising Tide Lifts All Ships

Luckily there is a solution out there that is built from the ground up to accommodate this model. Dispatch is a platform for home service brands that rely on independent service providers to build lifelong customer loyalty through delivering the best products and the best services

Dispatch can be part of your preferred pro program, offering your network powerful tools they can use to do your jobs as well as their own, while providing you with visibility into their performance. Again, it’s mutually beneficial – your pros get something that helps them improve their operations, and you get the insights you need to cultivate that perfect network, and ensure your customers are getting an experience that accurately reflects your brand.

Your customers improve their homes, your pros improve their business, and you improve your brand reputation. Who said it had to be a challenge?

Dispatch can help you partner with your pros to reduce costs and improve service across the board. Request a demo or more info here:

The post Building Products, Building Partners appeared first on Dispatch Technologies.

Years ago, building customer loyalty was simple. You spent your time and money researching the best ways to manufacture the best product. You had focus groups telling you what features they wanted in their next refrigerator or washing machine. You asked your mom and dad what they loved most about their oven. You improved your product, you priced it competitively, and you earned lifetime loyalty. 

Even the most reliable appliances break down, but you knew your customers would buy your brand when they went out to replace it, because you made the best product on the market.

Changing Consumer Habits

As newer generations age into home-ownership, the market is seeing a shift. Simply having the best product with the best features isn’t enough to earn a millennial’s lifetime loyalty. Younger generations haven’t necessarily had time to build loyalty, and even if they did, there’s a perceived parity across the home appliance market. 

Their next oven isn’t the one with the most trustworthy brand name on it, it’s the one that’s already in their pre-furnished house when they move in, or the one that is on sale at Home Depot.

Service as a Product

The modern generation is more brand-agnostic than ever before. Let’s look at one of the most popular consumer brands in modern history – Uber. If someone calls an Uber, they care that it arrives on time. They care about the security of knowing who is coming to get them. They care about getting where they are going in a timely and comfortable manner. What they don’t care about is what kind of car comes to get them. They don’t even care about Uber specifically – they might even dislike Uber based on bad press – but Uber provides a flawless service to them every time, so they continue to use it.

Yes, Uber is a service, and today, owning an appliance is as well.

Having the best brand name or making the best product isn’t how you build loyalty today – but that doesn’t mean loyalty doesn’t exist. Today, loyalty is built by delivering the best, most painless service experiences, every time.

In the US, the market has seen a significant shift towards service industries that highlights this point. According to The Atlantic, services now account for 2/3rds of the total US GDP. People pay for experiences, not for products. 

Every time you need to fix one of your appliances, you’re looking at the best opportunity you will ever get to build loyalty and create a lifetime customer. It’s not about your product any more. It’s about delivering the best possible service experience. This is even more important now that more people are working from home, putting more strain on their appliances, and becoming more protective than ever of their homes and their families.

The Service Challenge

Now comes the hard part. The reality of the field service industry is that today, most brands rely on independent contractors to provide service to their customers. These pros know what they’re doing, and they get the job done, but at the end of the day, they don’t work for you. You’ve built a network of independent pros to service your customers, but since they don’t work for your brand, you have little to no visibility into their performance – unless they do a bad job. Then you better believe you’ll hear about it from your customer. The one you just lost for good.

This is an opportunity, but it’s also a risk. In a recent study of consumer feedback, Deloitte says “62% of complaints were about staff attitudes and competences, compared to just 34% about the quality or reliability of goods and services”. Not only is service an important way to differentiate yourself, it’s a potential pitfall if you don’t keep up.

Given this new reality, cultivating your service network, understanding their performance, and taking control of the experience they are providing your customers on your behalf is now the single most critical thing you can do to drive customer loyalty. By moving your operations onto a platform like Dispatch – a platform built from the ground up to help brands work more easily with their independent network, and deliver a more consistent and positive experience to your customers – you can regain control of your service experience.

Today in the Appliance industry, loyalty is built on a foundation of fast, efficient service experiences that cater to the modern expectations of the evolving consumer. It’s hard, but not impossible, to take control of those experiences by working with your independent pros and making sure they represent you in the best way possible.

You give me a great service experience, and the next time I’m in Home Depot upgrading my kitchen, I’ll be looking for your brand.

Want to learn more? Give us a shout!

The post Service: Your Most Valuable Product appeared first on Dispatch Technologies.

What you’ll learn in 3-minutes

We’re reviewing different protocols that will keep your service providers and customers safe while in the field. 

Service Provider Safety:

If you can, work remotely
Being isolated away from your team and working out of the comfort of your home is the first step in remaining safe. If you can’t work remotely, make sure to restrict all office visitors with case-by-case emergency situations letting people into the office.

Screen for fever every day
Implement active screening of service providers and office staff for a fever every day with an Infrared Forehead Thermometer.

Keep your distance
Experts suggest maintaining six feet of distance between yourself and other people at all times.

Assess everyone’s health before going out
Before every job, ask your service providers and customers if they’re feeling ill. Reschedule the appointment if the answer is yes.

Adopt contactless communication
With photos, messaging, and digital payments, you can minimize the exposure between service providers and customers. Some companies, like Bloomin’ Blinds, are implementing video consultations in order to adapt their business for this contactless world.

Customer Safety:

Wear shoe covers and gloves for every job
Wear new shoe covers and protective gloves every time you enter the homeowner’s home. This helps ensure cleanliness and puts the homeowner at ease.

Confirm your customer’s health
Communicate with the customer before the job to gauge their health and their family’s health. If anyone is ill, politely ask to reschedule the appointment.

Meticulously disinfect tools and trucks
Disinfect all vehicles and every piece of equipment after each use. This prevents the virus from spreading surface to surface.

Implement contactless payments
Implement paperless billing, credit card payments, receipts/invoices, etc., so that you and the homeowner don’t need to touch anything.

Always social distance
Stay a minimum of 6 feet away from customers and other service providers at all times and if you’re feeling a little under the weather, please stay home. 

The post Webinar in 3: 6 Ways to Keep Service Providers and Customers Safe During COVID-19 appeared first on Dispatch Technologies.