TV Magic Customer Service

 

Here are 14 Specific Actions any tradie (especially TV Magic technician) should take when dealing with the public. 

  1. When the Phone RINGS : Use your PERKY VOICE!! (You only have 3 seconds to impress!!)
  2. If you are not early for your appointment - you are STEALING from the customer! The customer has taken the time to be there; maybe they have even taken the day off work. Not being on time is stealing the customer's time.
  3. Once you have arrived early, and put on your magic smile you are ready for.....
  4. Making professional physical contact. (Shake hands or gesture 'hand on shoulder' etc). This will result in 60% higher upsells!!
  5. You can never OVER-DO smiles and manners!!  Mind your P's & Q's!  You may think these things go unnoticed, but ARE MOST DEFINITELY NOTICED! Even, if only sub-consciously
  6. Compliment and make the ENTIRE experience ALL about the customer!!  "nice wallpaper etc"
  7. Listen & Learn  'to read between the lines'   to all the non-verbal communication. This includes your non-verbal communication and the customer's. 
  8. Listening includes a myriad of circumstances. Remember some customers are TACITURN! (Reserved and quietly spoken.) Don't assume that because they don't say anything, that they are necessarily HAPPY!!! Just because a customer acquiesces, doesn't mean they agree with you! Always respect people's ways of living. How do you do that? You respect other's ways of living by ASKING PERMISSION!! Ask permission to do what?? Ask permission to do everything!  Enter rooms - park in driveways - make noise - Move furniture - Open doors.... 
  9. Address Customer Expectations. Is your idea the same as the customer's expectations?  5% of customer do not return becaue they move. 2 % of customer do not become repeat customers because they DIE. 60% of customers do not come back due to PERCEIVED INDIFFERENCE!!  
  10. Do more than what you're paid FOR! That means Silicon up the tiles you didn't crack - Paint the fascia board where a mark is left when you remove an old jBar. 
  11. Always conduct oneself with VIRTUE. (high moral standards) Would you trust you? Would you buy from you?
  12. Confucius says " ONE WHO MAKES MESS - CLEANS MESS"  . If a customer says "I'll do it" - they are really saying:- I don't trust you to do it as well as I can!
  13. "Affix the BOW TIE"before you part. The customer doesn't know how great their new result is UNLESS YOU TELL THEM!! They don't know what all the drilling and banging inside the roof cavity means..  whether it was good or bad, whether the reception is really that much better unless you tell them!! When you make their surround sound better with new settings and a new cable, that becomes normal for them. They don't know that you made it better and unless you sell them the sizzle!  JUST TELL THEM!! FIX THE BOW TIE - add the cream on the cake and tell the customer you put the cream on the cake ('for no extra charge')
  14. Send recurring Love. Notice I did not say reoccuring love. Send Recurring Love. Reoccuring means once again but not necessarily repeatedily. Recurring means over and over and over again. Statistically 60% of customers are lost due to perceived indifference. You need to do anything you can to package up the experience with copious amounts of added value and attention, long after the job is done!