Can You Hold Please? Don’t Lose Your Millennial Customers
There is nothing more frustrating for millennials than being asked to “hold” in 2018. Something breaks in their home, they call for help, and on the other end of the phone is a customer service process straight out of 1995. Ok, that may be a little dramatic, but let’s face it: some home service companies […]
#25 The Service Knowledge Gap: Why it Matters and How to Close it
We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor – a modern way of training HVAC contractors about new practices, policies, and methods. HVAC Tutor – which you can find at tauristech.org – specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses […]
What a Millennial Wants: Serving the New Homeowner
Something extraordinary is taking shape in the home services industry right now, and most people have no idea. Millennials–long considered averse to home ownership–are slowly starting to buy homes, and are bringing with them an entirely new set of home service expectations not seen before. Though they own fewer homes compared to older age groups, […]
A Service Model Pivot: From Selling A Product To Selling An Experience
Are the kids dressed for school? Check. Are their lunches made? Check. Ready for the big work presentation? Check. Great–off we go, just lock the door and-oops, lock the door and- wait, why won’t this work? And that’s when it happens: something breaks, at the worst possible moment, and there’s nothing you can do to […]
Applying Technology Innovation To Real-World Service Problems
There are universal truths to life: No matter how much we curse in traffic jams, they won’t get any faster. Triangle sandwiches always taste better than square ones. Nothing is more satisfying than being the first person to dip into a new peanut butter jar. Everyone at some point in life will be frustrated waiting […]
What does it mean to have actionable service data?
Brendan is the COO of a large OEM that has been in business for three decades. From its early days, the company has embodied a culture of diligent written documentation to help understand how happy their customers are. Every task that has ever been done at Brendan’s company comes with a thorough paper trail–from customer […]
Dispatch Insights: Converting Insight Into Action
Dispatch Insights With Dispatch Insights, every interaction in your service network is transformed into data and placed at your fingertips, so you can convert insight into action. Knowledge, at a glance With best-practice dashboards and KPIs, consuming data is as easy for the executive as it is for the data analyst. Monitor customer satisfaction in […]
What it Means To Be a Transparent Franchise
Running a franchise in the home services industry is about as American as apple pie, but it doesn’t come easy. Unfortunately, once a franchise is created, the franchisors often lack full visibility and insight into the work being performed by their franchisees. All that effort the franchisor puts into developing training guides, adhering to legal […]
The Intersection of Customer Experience and Field Service
As long as we can remember, customer experience in the telco, cable, and PayTV space has been unbearably unpleasant. After scheduling a job, homeowners are left in the dark, wondering what is happening, if the technician will arrive on time, and who will be showing up. This is an issue… When customers are informed about […]
It’s Time The Home Service Industry Gets a Customer Experience Makeover
Customers today have become more demanding, or empowered, or a combination of the two–but one thing is certain: they expect a lot more from companies. Even when completing low priority tasks like ordering food, or searching for a movie, customers want zero problems and total transparency. Most industries have adjusted to these expectations by offering […]
