Ever wondered how to communicate with your customers more effectively?
Whether you’re sending emails, posting letters, or making phone calls, we’re not saying you aren’t trying to communicate with them, but chances are you aren’t doing it as well as you could be.
It’s a digital world that we live in and, more than ever, field service businesses need to make a meaningful effort to connect to their customers in a variety of ways.
We’re not just talking about getting responses to adverts, but about communicating in ways that will get you meaningful results.
This includes stronger customer relationships, improved data, and increased revenue through new business.
To kick things off, ask yourself: are you sure you’re communicating in the best way to reach as many relevant customers as possible?
These days, good communication will help you to connect with relevant customers who are swimming in a pool of opportunity…
Prioritise your Social Media Efforts
While it’s true that not every customer will have a social media account, a significant portion of younger customers will.
Besides, this pool has only increased in recent years with the explosion of social media channels and opportunities.
That’s a point not lost on Profile Tree, who reported on how much much consumers are influenced by content on social media:
74% of consumers prefer [using] social media shopping to purchase various goods [than in-store].
Even just doing a simple amount of research can tell you how getting into social media marketing on platforms like Twitter and Facebook can help you find new customers.
In some respects, they’re essentially a digitised word-of-mouth service, where people go when they’re looking for advice.
Think of posts from family or friends that you might have seen: “Does anyone know a roofer in the local area?”
If you have a Facebook page or Twitter account, it’s a great point of access for people to access your details and link them to your services.
Consider it the start of a communication journey, where you’re helping them to connect the dots by giving them clear information.
What if you don’t have social accounts, though? Well, those recommendations are going to have a harder time finding you and are more likely to land on a competitor’s page instead.
Social media pages are free, so it’s only time you need to investment to get started with a simple page and some basic information to help you make some new connects.
If you can present useful information and a way to connect, you’re more likely to reel new customers in.
Utilise Instant Messaging
Of course, social media is just one way that communication has changed drastically.
The pandemic saw innovation and investment in all sorts of technologies, from improved Artificial Intelligence, to Augmented Reality, but comparably simpler software also saw massive investment: just look at Salesforce’s purchase of Slack for some $27 billion!
As a messaging tool, Slack isn’t complicated software, but then that’s precisely the point. It serves a need: communication and communication should be simple, helping you to get answers quickly.
If a customer sends an inquiry, it makes sense they want an answer as soon as possible, and there are tools to help you achieve that, without having to ensure your staff have to monitor emails and messages 24/7.
Similarly, with your job management software, you can set up automated tools to respond to customers with simple but helpful messages.
These also help you create a healthier work-life balance, meaning out-of-hours messages are taken care of.
Automation Takes Care of Administrative Tasks for you
If you consider a customer booking journey, instant messaging is particularly powerful for a number of reasons. It allows you to send notifications to customers to confirm a booking, update them with service reminders, as well as notify them when engineers are on the way.
These then help to give peace of mind and confidence to customers for the service that you’re providing, but all without anyone having to pick up the phone.
These same benefits impact other customer journeys too, speeding up invoicing, and helping you gather feedback, to name just a couple more.
This type of messaging is incredibly popular, as Jason points out in the video below: for app messaging, there are around 50,000-100,000 text messages a month sent to customers from businesses using Commusoft alone!
Together, they contemplate the changing landscape of communication for field services, not to mention how automation plays a significant role in boosting your efforts to improve customer journeys.
Watch success in the field!
While you certainly want customers to come to you for your expertise, whether it’s in electrical repair, plumbing, HVAC, and more, it’s nice to know they’re sticking around for more than just your well-priced work…
While you certainly want customers to come to you for your expertise, whether it’s as an electrical contractor, as a plumber, or as an HVAC technician, it’s nice to know they’re sticking around for more than just your well-priced work…
Think About Value Beyond Price
Who doesn’t love a good deal?
But advice, insight, and guidance that will benefit a customer — like telling how to use their fancy new boiler, or explaining the best way to maintain their new security system—are excellent ways to take things even further.
It’s a great way to show that you’re invested in creating quality customer relationships, which improves the customer journey and gives them cause to keep coming back.
After all, if you’re viewed as both a trusted advisor and do great installations, the customer will be far more likely to stay with you, even if they see a competitor trying to undercut your price.
Why would they go with a competitor when they know you’re providing an excellent service with added value, especially if you’re able to do that in person, with your engineers out in the field?
Many field service businesses are making use of the digital tools that sit in the palms of our hands to drive their success. That’s especially true when mobile devices are coupled with job management software and used to to create experiences that take customers on world-class journeys, more than ever before.
Improving communication between your engineers and the office can impact how everyone interacts with customers, that will lead you to have even greater success.
Instantaneous job confirmations, invoices sent with just a few clicks, requests for reviews completed in minutes, or even assistance with financing, there are a lot of ways to provide quality communication that not only meets expectations, but that goes beyond them as well.
Set Professional Boundaries
When you’re communicating with customers, it helps to consider the benefits of formal and informal communication.
As messaging becomes faster and more instantaneous, it’s important to think about how you’re coming across.
There’s nothing wrong with being friendly and conversational with your customers, but depending on what you’re discussing, there’s a time and a place for different approaches.
Confirming a job?
“Thank you for choosing our services, we’ve confirmed your booking for [date] at [time].
Have a great day!”
That’s nice and friendly.
But for chasing a late payment? Well, a direct, formal tone payment reminder is probably the best strategy and a physical letter (which is rarer to receive these days) can be one way to make a strong statement.
There’s a time and a place for formality or being more casual. You might also consider if emojis hit the right tone in a formal transaction, too.
Probably not.
But if you’re highlighting a reward or an offer, they’re more fun and engaging!
Context is key. It’s a matter of keeping in mind what types of messages you want to send and when.
Formality and professionalism will still play a role but there’s a lot you can do to ensure you’re hitting the right tone. Whether it’s letters, emails, SMS, or in-app notifications and social media, each will be useful for different reasons. Give them a try and see what works best for you and your customers
Here’s How to Communicate with Your Customers
If you’re concerned that you’re not communicating with your customers in the right way, then the above points should reveal some new ways to reinvigorate your efforts.
Fortunately, thanks to automation tools and a wide variety of platforms, you can speed up, specialise and tweak the way you communicate to ensure you’re communicating in a way that is bespoke, engaging, and beneficial to fit a variety of needs!
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