Have you or anyone in your family ever hired someone to come into your home to perform a service and have a bad feeling about that person?
Ask yourself: Why did you have a bad feeling? Was it a bad attitude, an honesty issue or something else? So often, it is way more subtle than that, but you probably did not let them work without keeping your eye on them and were relieved when they left.
Consider your customers
Now, think about your employees in your customers’ homes.
- Are there some who may be making your customers feel that same way?
- Do you have some employees you get complaints about, even though they are people you feel good about?
- Do some customers ask for a new technician when the one you sent was well-trained and generally does a good job?
Maybe it’s time you consider how your customers see your people and put yourself in their shoes.
How your technicians look, how they are dressed, how their vehicles look, how their equipment looks, and how they interact with customers can make the difference between a customer wanting that technician to return, asking you not to send that technician back, or canceling service altogether.
Most of these issues can be handled in two ways:
- During the job interview.
- By holding employees to a company standard.
Check your candidates
Things to keep an eye out for during the job interview:
- Does the applicant make eye contact with you?
- Do they give good and complete answers to questions?
- Are they dressed professionally for their interview?
- Did they try to make a good impression?
If you have a candidate who shows up to fill out an application or comes in for an interview, you should “judge that book by its cover.” If they didn’t care enough about the application and interview process to make a good impression, what makes you think they would care about that once hired?
What did their vehicle look like when they showed up for the job interview? Keeping a space outside your office marked for applicant parking is a great way to get a glimpse of how they care for their own vehicle — giving insight into how they will care for a company vehicle. If they drive a dirty and uncared-for vehicle, why would you think they will care for yours?
What to consider during the first interview:
- Do you inform applicants that you will monitor the vehicle’s speed and whereabouts throughout the day?
- Do you tell them you expect the vehicle to be kept clean at all times?
- Do you have somewhere for them to wait before the interview, where a receptionist or other employee can monitor them?
- Were they friendly and talkative, or were they constantly on their phone and did not have any conversation with your existing staff?
These impressions are every bit as important as how they answer questions in the interview.
Face-to-face with an interviewer, they are trying to be what you want; they are not just being themselves. Before making hiring decisions, talk to your employees about the applicant and get their impressions. We have a receptionist who is one of the nicest and sweetest people I have ever known. Her impression of an applicant is just as important as anyone who actually interviewed that person. If our receptionist strongly believes we should pass, then we should.
At the end of the day, the applicant is supposed to represent your brand, be part of your team, care for your customers and work with your team. They should fit all those requirements like a glove.
More from Jenkins:
<p>The post Ensure a customer comfort level with all technicians first appeared on Pest Management Professional.</p>
from Pest Management Professional https://www.mypmp.net/ensure-a-customer-comfort-level-with-all-technicians/
Sacramento CA
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