This Thursday’s “Let’s Talk Service” session will focus on service as a differentiator. Register here.
Tune in to this week’s ‘Let’s Talk Service’ webinar and become a ‘differentiator’
By Paul MacDonald, ServiceSource
In today’s competitive appliance retail market, providing exceptional products alone is no longer enough to stand out.
The key to gaining a competitive edge is offering outstanding service that sets your business apart. Service as a differentiator is not just a buzzword — it’s a powerful strategy that can transform your business and build long-lasting customer relationships.
One of the most effective ways to differentiate your business is by offering a personalized customer experience. Understanding your customers’ needs and preferences allows you to tailor your services to meet their requirements. From personalized product recommendations to customized installation and maintenance services, going the extra mile can significantly improve customer satisfaction.
Standout Service
After-sales support is a critical aspect of service differentiation. Customers appreciate knowing they can rely on your business for assistance even after the purchase. Comprehensive after-sales support, including timely repairs and maintenance and warranty services, can build trust and loyalty. You must therefore ensure that your customer service team is well-trained and equipped to handle any issues that may arise.
Efficiency and convenience are also key factors in enhancing the customer experience. Streamline your service delivery processes to ensure prompt and hassle-free service by providing efficient delivery and installation scheduling, transparent communication and minimal wait times. Providing flexible service options like same-day delivery or online booking can also improve customer satisfaction.
Your service team plays a crucial role in delivering exceptional service. Invest in training and development programs to ensure your team is skilled and knowledgeable about your products and services. A well-trained team can effectively address customer inquiries, provide expert advice and deliver high-quality service. Encourage a customer-centric culture within your team, where every member is committed to exceeding customer expectations.
Finally, aim to create memorable customer experiences that leave a lasting impression. Small gestures, such as follow-up calls to check on customer satisfaction or sending thank you notes, can go a long way toward building strong customer relationships. Host events, workshops or webinars to engage with your customers and showcase your expertise in the appliance retail industry.
Thursday Webinar
Service as a differentiator is also the topic for this week’s “Let’s Talk Service” webinar. Join BrandSource President Tom Bennett, Vice President Jarred Roy, current and new servicing dealer members and myself as we share the successes and challenges of adding a service offering to your business.
Don’t miss out on this insightful discussion. Join us for the “Let’s Talk Service as a Differentiator” session this Thurs., Feb. 20 at 1 p.m. CT. Register here!
Paul MacDonald, AVB’s senior ServiceSource lead, ran his own 38-tech service business and is a past president of the UASA. He currently operates The Expert Service Program, which helps servicers run their operations more efficiently and profitably. You can reach Paul at (647) 500-7785 or Paul.M.MacDonald@brandsource.com.
