Serving customers in the consumer services industry

Maintaining high customer satisfaction levels in consumer services can be quite daunting. The first experience is typically a phone call to check prices, determine availability and schedule service. Then, an employee with little or no direct supervision will go onsite with a mission to deliver the service to the customer's satisfaction and collect payment, often after attempting an upsell to a premium service or to include an add-on.

Take for example, carpet cleaning. When scheduled, the consumer is usually thinking "I just want a clean, comfortable home for my family." But there are so many options and the prices can vary substantially.

We recently documented the case of a Stanley Steemer franchise in San Diego, CA, who uses our recording technology to ensure proper customer communications and immediately resolve any disputes over included services, schedules and pricing. Now, when the consumer questions whether the "add-on" should be included in what they were quoted, Stanley Steemer can pull up the call during which the apppointment was scheduled and comfort the customer by allowing them to hear exactly what was included in the offer.

Delivering a clean, comfortable home and the peace of mind that they got a good value, that's a way to grow a business and retain happy customers.