The impression the technician makes on the customer is very important, and the first impression
is the most important. The first impression begins with the technician arriving on time.
Most customers feel that their time is valuable. If the technician is going to be delayed, the customer should be called and given an explanation. An appointment should be scheduled for either later that day or another time convenient for the customer.
The customer affected by a delay should be given priority in scheduling a makeup appointment. If the service call is an emergency, all efforts should be made to arrive as soon as possible.
When arriving, do not park in or block the customer’s driveway unless necessary. If carrying equipment or having to make several trips to the vehicle, ask permission to parkin the driveway.
The customer may suggest another location. Ensure that the service vehicle is kept in a neat, clean, and orderly manner. This will help to make a good impression and provide better working conditions for the technician.
Remember the customer’s name and use it frequently, preferably with Ms., Mrs., or Mr. Sir or Ma’am may also be used when appropriate. Always make eye contact with the customer and avoid talking to the ground or to a clipboard.
Always wear clean clothes. If a company-issued shirt and pants are available, wear them. A name patch bearing your name and the company’s name and logo also makes a good first impression. Politely ask the customer how you can help. When meeting a customer, be prepared to shake hands.
In many cases, it may be appropriate to let the customer initiate the handshake. Your handshake should be fi rm and accompanied with a smile. A handshake that is too limp may give the impression of weakness; one that is too strong may indicate an overbearing type of person.
Not all people like to shake hands. After ringing the doorbell, always maintain a distance from the door. This gives customers comfortable spacing between them and you.
Make sure the customer has invited you in before making a move towards the door.
Politely introduce yourself by name and then introduce the company you work for. (0Degrees Air conditions) https://goo.gl/maps/dwS5918nxpDAK7g37 Hand the customer your business card and then tell the customer the reason for your visit.
The technician should be friendly and always have a smile. Make sure you have a pen or pencil to write down any concerns or complicated issues the customer may have. Politely answer any questions asked by the customer.
Listed below is a summary of what makes a good first impression:
• Arrive on time
• Do not park in or block the customer’s driveway unless
you have permission.
• Keep your service vehicle in a neat, clean, and orderly
manner.
• Remember the customer’s name.
• Be prepared to shake hands.
• Always make eye contact with the customer.
• Always introduce yourself and your business.
• Tell the customer the reason for your visit.
• Hand the customer your business card.
• Always wear clean clothing.
• Wear a name tag and company logo.
• Be polite to the customer.
• Give the customer a comfortable space once at the door.
• Never enter the house until invited https://goo.gl/maps/dwS5918nxpDAK7g37
