► Rebuilds Systems installed can have component parts that can be rebuilt and replace a worn-out or damaged component. These rebuilds also contribute to the reduction of operating costs for the installation of system.
Providing a ‘Unique’ Service
For each of these technical functions, you can present to the marketplace a “unique” service. The service is not the same as everyone else. Your inspection programs can be customized to the specific products or systems or even customer segments. Your maintenance programs should be designed to be specific and even unique to each customer. This is part of the advantage the customer has in working with your organization. The installation should always be viewed as an opportunity to really “impress on the customer” they made the right choice in using you as their supplier. You should go over and above what is expected and really “delight” the customer. This is part of the overall differentiation strategy. Your service organization should also reflect the professionalism of your company. No matter whether you have four or five technicians or 45, the organizational structure should be such that the customer can call in and be responded to quickly and consistently. Customer service is all about consistency. You can’t be terrific one day and poor the next day. To deliver this type of consistent service, you need to have a clearly designed set of
job functions, and the right support structure and service organization to support the technicians. Consistent service also requires the proper business system and communications systems, and clear performance standards and measures. Good service doesn’t just happen because we want it to be so. It’s planned and delivered. As we said at the beginning, there is less differentiation among products. There are negligible differences in parts available. But the difference the customer will notice most is from your service organization. Shouldn’t you make a difference with the “best” service organization in your sales areas? I thought you would say that. The time is now. WWJ
Find Business Tools in NGWA Bookstore The NGWA bookstore found on the National Ground Water Association’s Web site has a section dedicated to business management that is complete with books, tools, best suggested practices, and other materials that are designed to help you and your business. There you will find the drilling cost calculator, pump installation cost calculator, and the geothermal cost calculator, tools that show you the true cost of doing business and how much to charge to earn the revenue you need. Also found are 15 best suggested practices, documents meant to detail practices that will yield superior results, as well as books on the groundwater business. Go to www.NGWA.org/Bookstore for more information.
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Circle card no. 24
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