The vision of an airplane spiraling out of control, rapidly header toward the ground, with pilots desperately struggling to right the airplane, would make most of us feel uneasy. However, in some ways this very thing happens in small businesses all too often. Sometimes this is true in some businesses on a daily basis. With most service businesses some of these out of control incidents can be headed off before they occur. By adhering to a few guides on an ongoing basis. The reason for these out of control days can be contributed to a few rules and guide lines not being followed.
Everybody in the company needs to follow these rules and guide lines. In every aspect of live there are rules of engagement in love, war, politics and life in general. Consider some of the rules that will come into play in your service business. These rules and guide lines should apply for everyone in organization. As time at a location lengthens, these rules and guide lines take on an even more important role. The following was written for the vending machine service business. But could be applied for most any type of service business where your personnel are going to another's business facility delivering your services.
- Be friendly and pleasant to everyone you meet at the location. Don't pull others down even if you think you are having a bad day. Remember you are the company representative and ambassador at that moment in time. Be positive.
- Take note of the condition of the equipment placed at the location. Is it clean, free of dust and fingerprints? Are all the bulbs on? In general is it in good working condition?
- With each service visit, take time to (clean as you go).
- Listen for the satisfaction level of the customers at that location? Take note of it, if it is positive or negative?
- Catalog any customer comments. Write them on your location recording sheet. Some attention may be needed if the same thing keeps coming up time an again?
- Keep the product and menu selection fresh at all times. If a product is nearing its' expiration date remove it before it goes out of date.
The bottom line is to pay attention to detail at each location. You will have fewer surprises as you adhere to these rules. You and your company can avoid those uncontrollable tale spins. The time and energy saved can be put to more productive company activities!
