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Proof is in the details

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  • SIMA
- Posted: November 1, 2017
By Garrett Smith

This summer flew by quickly. Luckily, this is my favorite time of the year. Football is back (Go Bills!). Deals are getting finalized. Equipment is getting prepped. Snow season is right around the corner. It’s an exciting time for all of us in the snow business.

Although closing deals and preparing equipment is at the top of mind for most, customers and the experience they will have working with WNY Snow Removal dominate my thoughts. With the season kicking off in just a few weeks, it’s the perfect time for you and your team to go through a preseason customer service checklist.

There’s no better way to ensure long-term success than to provide your customer with an outstanding experience and high level of service. It’s a true differentiator and one area in which you can truly distinguish yourself from competitors.

Whether you also have the customer experience at the top of your mind, or you think it’s a good idea to spend some time covering the basics, this customer service checklist helps put your company on a clear path to delivering an outstanding experience. These are details that can easily be overlooked but can make a huge difference when your clients need to reach you or vice versa.

Because you worked so hard to get this season’s customers on the roster, it’s best to make sure you hold onto them! 
Ensuring an excellent customer experience depends on checking the details, particularly those that relate to communication between your company and the client:

Customers have been sent and have verified receiving a copy of their signed agreement.

Customer account action plans have been created and approved by management.

Customers have been sent in-season point-of-contact information and service details.

Customer contact information has been verified and updated within the company’s CRM.

Customer invoicing systems have been updated and verified as accurate.

Automated customer communications systems have been updated and tested.

Company phone number is tested and working properly.

Company phone system routing is tested and working properly.

Company auto attendant is set up and tested for normal and storm operations.

Company email addresses have been tested and are working properly.

Company phone number, email address and other contact details have been verified as correct on company website.

Contact forms on company website have been tested and are working properly.

Company phone number, email address and other contact details have been verified as correct on Bing, Facebook, Google, Yelp and other prominent third-party websites.

Company is monitoring third party rating and review websites, as well as social media, to ensure any issues are brought to immediate attention.

Company has written and approved responses to customer complaints or compliments online.

Employees have been briefed and understand company core values.

Employees have been briefed on any service-related changes to standard operating procedures.

Employees have been briefed and understand how to handle customer service requests.

Employees have been briefed and understand expected customer service response times.

Garrett Smith is co-owner of WNY Snow Removal in suburban New York. Contact him at garrett@pitchpivot.com.
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