Every field business hopes to end the month with respectable sales figures, but unfortunately, most have disappointing results or missed targets. Today, many firms rely on marketing initiatives to boost sales, but in the end, it's the marketing agencies making more money. Your marketing effort might improve your visibility, but providing a better customer experience can help you increase revenue.
It is not surprising when a field service business that delivers a better customer experience earns more customers and generates more sales. According to research conducted by the Technology Services Industry Association, service professionals interact with customers approximately 70 times per month.
So, it is crucial to have a skilled team that can help improve client satisfaction, boosting revenue. Understanding what your field teams are adept at and investing in their development can increase client satisfaction. Another way to increase sales is by investing in customer relationships. Building a strong customer relationship will help you to connect with them on a more personal level.
When you have a strong connection with your customers, understanding their needs is easier, and the time it takes to resolve their problems can be reduced; mutual understanding makes this possible. Every field service business is constantly looking for ways to satisfy customers, remain competitive, and improve sales. The following are a few tips that will help you increase your sales numbers.
6 Tips to skyrocket your field service sales
Making each point of interaction with your prospects impactful and profitable is a constant challenge for every field service organization. Delivering a better customer experience is seen as a way to build a long team relationship with your prospects enabling you to improve sales and remain competitive in the long run.
Here are some tips to improve your customer interaction and boost sales.
1. Accentuate credibility
As a business owner, you’re constantly looking for ways to stand out from the competition, and the simplest way to pull ahead of the competition is by building trust. Credibility defines the quality of being trusted by your customers. Your credibility is key if you are to distinguish your business from the competition.
It is mainly the credibility of your business that influences your customer's purchasing decisions, so establishing credibility leads to more sales. Without it, your business can struggle to attract customers even if you offer better service. If you want to increase your revenue, put in the work to show you can be trusted.
2. Construct a brand value
Everything is about the brand, be it the most expensive clutch or the candy that costs only a couple of bucks. Building a brand helps you stand out from the crowd, reach the right prospects and resonate with your target audience.
A brand is more than just a logo. It is the identity of your business. Branding helps your potential customers find you and helps establish trust. The right branding strategy can affect how people see your business. Branding helps customers feel more connected with your business, allowing you to interact and build relationships with them, which results in building a loyal and strong customer base over time.
3. Hold to your promise
Today, many businesses make promises. But do they actually keep their promises? According to an Accenture survey, 63% of customers find it extremely frustrating when companies break promises, and 78% of customers are likely to switch services if broken promises are encountered.
Losing customers can be attributed to broken promises, even if you're the most popular field service provider in town. Failing to deliver what was promised can result in losing a significant number of customers.
Breaking promises means losing customers and sales revenue. It is important for you to keep your promise if you are to retain your customers and grow. One way to keep your promises is to have a service-level-agreement (SLA). SLAs are formal documents that dictate a set of deliverables that the service provider has agreed to provide to the end customer. SLAs allow managers to gauge their team’s effectiveness in meeting promises.
4. Make customers your first priority
Customers are the primary reasons for your existence, and prioritizing their satisfaction will help you with increased sales. Prioritizing does not mean immediately acting on every demand, but it does mean doing what is required to provide a better customer experience at each opportunity.
The way to keep the best customers is by offering a better customer experience. American Express research found that 72% of customers are willing to spend more on companies with excellent customer service. Unsurprisingly, the companies that deliver superior customer experience outperform their competitors.
5. Ensure a seamless experience
Field service organization requires consistent and cohesive coordination to function optimally. Most field service jobs require time and cooperation to do the job right. Managing field services manually leaves room for human error and creates opportunities for delay, leading to dissatisfied customers and disappointing sales performance.
Having a decentralized workflow can be tedious and time-consuming, forcing you to gather information from multiple sources. A connected field service management platform can help you provide a quality customer experience by resolving issues before they become a problem. A digital field service management platform can help you streamline your workflow, optimize job scheduling, and give insight into employee performance—all helping to improve efficiency.
6. Measure, monitor, and evaluate
Your employees are the face of your business. Your team is a reflection of your brand, so having a skilled team is important. Being able to efficiently address customer concerns will help ensure a positive customer service experience.
By monitoring and evaluating the performance of technicians, you will be able to see how they stand with respect to set benchmarks. Evaluating their performance will tell you how efficient they are with meeting responsibilities and addressing customer needs.
Without measuring and evaluating performance, an organization may become directionless and eventually stagnant. So it is necessary to keep your field employee's performance on track and make required operational changes to gauge the organization's overall efficiency.
A positive customer experience is a foundation for improving your sales revenue. Prioritizing your customer needs and delivering an exceptional customer experience will help you distinguish yourself and bolster your sales.
A more efficient field team can provide a lot of value to your business. Having a connected field team reduces scheduling delays and facilitates the timely completion of jobs. Zuper helps you manage all your field operations from one platform without hassle. Learn more about Zuper's efficiency-boosting capabilities by scheduling a demo.