D’Gnome Undercover

THE REAL VALUE OF CUSTOMER COMpLAINTS

BrEaKdownS and the resulting customer complaints are a reality in our industry. Frankly, they are a pain in the arse, and no one likes unhappy customers. Invariably the breakdown occurs at the customers work site, at the furthest place from the depot, at the worst possible time. You can try your best, buying the best gear and carrying out meticulous maintenance but unfortunately breakdowns are a statistical reality. From the customers perspective it’s a real disruption, regardless of whether it’s a trade customer or a DIY weekend warrior. They probably had their mind focused on the task and suddenly feel rather annoyed at their inability to finish the job. The normal hire centre mind set is to replace the gear or make amends and restore normality. But shouldn’t it be more? D’Gnome started his first job last century, in a mechanics garage, pushing a broom and cleaning up after the mechanic. The owner of the garage had a unique philosophy about customer complaints: A customer complaint is actually a unique opportunity to thrill them with service. They often arrive on your doorstep, steaming- at a minus 10 on the pissedoff scale and wanting retribution. The standard approach is to fix the problem and send them off on their way, feeling neutral at best. Wouldn’t it be great, reckoned the old salt, to show your true worth and send them off feeling thrilled with the service, and telling all their friends about how wonderful you are. Almost 50 years on the old buggar is still right. Customer complaints are a massive opportunity to prove your worth, to thrill the customer with service and respond exceptionally when things go wrong. It is your unique opportunity. After all, it’s your customer complaining to you. If you don’t to fix their problem your competitor will gladly oblige. And it needn’t cost you big bucks. Sure, maybe offer a credit but often it’s the gesture that counts more: they’ll remember the gift saying sorry long after they forget the monetary credit. Maybe an excavator blew a hydraulic hose: pick up a pizza on your way to fix it. Perhaps someone cocked up with a double booking? See what you can hire from a friendly competitor and throw in a six-pack of beer from the fridge to go with the apology. It’s about moving the customer experience all the way from ‘Highly pissed off’’ to “Wow!” on the satisfaction scale. It’s very simple to do, but not many people do it. Not surprisingly most of your staff hate dealing with angry customers. Giving your staff the authority to resolve a problem (perhaps within a monetary limit of $100) removes the hassle and makes everyone happy. Your customer’s problem gets resolved super-quickly and the staff members feels much happier cos they solved the problem. Besides, wouldn’t you rather work for a company that fronted up and addressed customer problems, rather than an organisation that begrudgingly argued about a refund. We all want to avoid breakdowns and customer complaints. We also want to keep everyone on the team happy. While a customer complaint might present itself as being unpleasant and frustrating, it’s actually a massive opportunity to prove your worth to your customer and your team. ■

D’Gnome is a undercover character, quietly operating in the hire industry and listening to what’s going on.

JLG INSPECT, MAINTAIN, TROUBLESHOOT AND REPAIR ALL BRANDS OF LIFT AND ACCESS EQUIPMENT

JLG offers a quick response to all major centres throughout the North and South Islands and dispatches service experts in vehicles fully equipped with tools, supplies and most common repair parts.

SERVICES INCLUDE

•Pre-hire inspections • OEM scheduled servicing and inspections • 3 monthly routine inspections • 6 monthly certifications • Annual inspections and servicing • Breakdowns and repairs to all types of

EWP’s and Telehandlers • Repairs and maintenance of non-EWP equipment such as Forklifts, Excavators and general equipment.

New Zealand - 0800 4 JLG NZ (55469) www.jlg.com.au

YOUR ONE STOP WATER-BLASTER SHOP

MACHINERY.

TOUGHEST MACHINERY ON THE MARKET

POWERWASH (ITALY)Industrial cold and Hot water Pressure Cleaners. 240 v Single phase,(10 and 15 amp).400 v 3 phase. Petrol or diesel Powered Hot and Cold units. Voted the most RELIABLE machine in NZ by a Range of independent resellers and repairers. Also stock Comet, Karcher, Interpump and

IPC.

PETROL and DIESEL units. Built in NZ using only Quality Italian pumps and parts and genuine Honda or Kohler motors. LOW SPEED Heavy duty 1450 rpm units with gear box or High-speed Direct drive.

BEST PRICES -SUPPLY- SERVICES IN NEW ZEALAND

Genuine spare parts for all makes and models.

CHECK OUR GREAT PRICES

PUMPS. Hawk, Interpump, Udor, Cat Annovi Reverberi, Pratissoli, and others

MOTORS, Honda (Original backed by NZ importer, Kohler and others.

Kleantech stocks spare parts for most makes and models of Water Blasters in NZ.

ORIGINAL PUMPS AND SPARES FOR ALL MAKES

CALL NOW AND BE AMAZED AT THE PRICES AND QUALITY. Kleantech Imports New Zealand LTD 0800 553268 PROUDLY OWNED KIWI COMPANY SINCE 1991

WWW.KLEANTECH.CO.NZ INFO@KLEANTECH.CO.NZ

Win a trip for two to

Courtesy of

Hire Companies ONLY

(Note: Entries assigned to individual stores) To show our appreciation of your continued support – all purchases go into the draw to win this holiday. Includes flights and 5 nights’ accommodation (lagoon room view) at the luxurious Edgewater Resort and Spa for two people. Also included - Island night experience, crab racing and airport transfers. All valued up to $3000! Edgewater Resort and spa has an excellent social bar and is located on the sheltered western coast of Rarotonga, the Edgewater Resort & Spa is only 5 minutes' drive from the International Airport and 5 km from Avarua Township. The Edgewater Resort and Spa is a special destination that has been extending its warm Polynesian welcome for more than 40years and awaits you to discover paradise. T&Cs apply. Prize will be drawn August 2022 at the Hire Conference.