How Can You Get Everyone on Your Team to Provide Consistent Service?

A step-by-step service protocol mandated for the owner down to the newest technician will keep your customers coming back for more and recommending your company to others.

How Can You Get Everyone on Your Team to Provide Consistent Service?

Mike Agugliaro

Interested in Business & Technology ?

Get Business & Technology articles, news and videos right in your inbox! Sign up now.

Business & Technology + Get Alerts

Every portable restroom operator knows happy customers mean more business: Happy customers leave good reviews, they call back for repeat business, and they refer their colleagues and peers to ask for your service.

So, at the top of every PRO’s to-do list should be: Figure out how to serve the customer even better.

The problem is, that might work if you’re personally dealing with customers, but what about when you send your team? How can you ensure they’re serving customers the way you want? You’ll find inspiration in the way McDonald’s does business. The fast-food restaurant chain has mastered a strategy of creating a step-by-step framework for customer service in exact detail.

Let’s start with the basic question you probably have: “What do burgers and fries, served up by a high school student, have to do with PROs?”

Think of the last time you went to McDonald’s. You may not have thought about it at the time but the service and the product was exactly the same as the previous times you went to McDonald’s. And if you eat at a McDonald’s in New York, the service and product will be the same as if you eat at a McDonald’s in Los Angeles.

The secret to McDonald’s success is not that their burgers and fries are better than any other competitor; rather, it’s because they have done the behind-the-scenes work of listing out step by step exactly what every employee should do to ensure you get the service and product you were expecting when you walked in.

• The server needs to greet you in a certain way.

• The server needs to ask for your order in a certain way.

• The server needs to ask you if you want to supersize your meal in a certain way.

• The server needs to summarize your order and tell you the price in a certain way.

• The hamburger cook needs to put the burger together in a certain way.

• The entire service from order to delivery needs to be completed in a certain amount of time.

The secret of McDonald’s success is consistency. Customers get predictable service, and they appreciate it and come back.

Think of each of your team members as a McDonald’s restaurant. Customers want to get the same service from each of your employees that they get from you (just as you want each of your employees to deliver great service for happier customers). However, telling your employees to give great service is not enough. Everyone has different ideas of what great service is, and one employee might give a very different level of service than another.

So, do what McDonald’s does, and create a step-by-step framework for how to interact with your customers. Give this framework to every employee as the standard that they must meet.

I faced the same situation when I ran my home service (HVAC, plumbing and electrical) business. I had nearly 200 employees, and I didn’t want each of them giving their version of “good service,” which wasn’t always my version of good service. Everything changed when I gave them a Framework For Service.

The Framework For Service outlined the steps each employee should take from the time they get the work order to completion of the job. It included steps like:

• Confirm the customer’s address, and enter the information into the GPS.

• Check your uniform to make sure it is clean, neat, and free of dirt and sweat stains. Check your teeth. Ensure your ID badge is clearly visible.

• Check the fuel gauge in the truck to make sure you can get to the customer’s house.

• Call the customer, and let them know you are on the way.

• Upon arriving at the customer’s house, pull carefully into the driveway, exit the truck immediately, and walk to the door. Do not wait in the truck for more than 15 seconds.

• Knock on the customer’s door, and take a step back so you don’t seem imposing or intimidating.

• Smile.

• When the customer answers the door, greet the customer by name, and point to your ID badge and say your name and the company you are from.

… And so on. It was a simple, detailed step-by-step framework that could be put on the top of a clipboard for reference (or it can even be used as a checklist, especially in the early days when you are trying to instill the habit into your team).

This changed the game and ensured everyone delivered the same great service to customers at all times. It established the standard that I expected of my team. And it can work in your team too.

Another benefit of the Framework For Service: It’s a great starting point to think about additional ways to serve customers. For example, we decided that when our employees called customers to let them know they were on the way, we would also offer to pick up coffee. So, that was added into the appropriate step and, instantly, the whole team adopted that new service standard into their routines.

It doesn’t matter whether you deal with residential or commercial customers. It doesn’t matter whether you see customers only once in a while or every time you service a restroom. Every PRO wants to deliver positive, consistent service, and the simplest way to do that is to detail the step-by-step interaction you have with customers.

It’s a simple step, but it creates a competitive advantage to ensure that each of your employees are delivering the same great service that you expect and deliver yourself. 


Mike Agugliaro is founder of CEO Warrior, a business consulting, training, and mentoring firm, and he played a role in building and selling New Jersey home services company Gold Medal Service. Contact him at www.ceowarrior.com.



Discussion

Comments on this site are submitted by users and are not endorsed by nor do they reflect the views or opinions of COLE Publishing, Inc. Comments are moderated before being posted.