How to manage client wait time
With a shortage of skilled available talent, companies are often unable to service all their existing customers, much less take on new business. The fear many businesses have is that if a customer waits for service they will go to the competition, losing you a customer for life. This fear is real, but there may be a way to keep customers happy while they wait.
The lifetime value of a client is a large number and even worse, unhappy customers can tell other potential clients. Having enough talent to deliver service quickly and efficiently is one of the biggest challenges facing business today with 79% of CEO’s placing it in their top 3 concerns.
At Red Seal, we have the same issues providing timely service and finding the talent our clients need. One thing we have done is take a page from one of the best service companies in the world by allowing our clients to book an appointment on their schedule, but also when we are ready.
Studies of customer wait times show that time waiting in line to make an order are perceived by customers as the most costly. The Journal of Consumer Behaviour published a study that once a customer’s order is processed, they are often content to wait for the service. Giving clients something to do, under-promising and over-delivering, along with helping clients fill their empty time can help customers with the perception about how long the wait time maybe.
What we have done is implemented automation, allowing clients to book appointments through a chatbot to reduce ordering wait times. If a client wants to send us a job order or book sales call they no longer have to check our hours of operation, call, or email. They simply book a time that works for them, while we use automated email to confirm their appointment and give them white papers and relevant talent blogs to read.
Obviously, quickly completed and thorough service is the goal of service organizations, and having enough skilled people to perform the work drives revenue. While a company is busy building its talent pipeline, on-boarding new employees and filling their skilled roles, it’s easy to become overwhelmed. That’s why having the service coordinators and service managers along with automation ensures quick ordering and planning of services that can keep customers happy.
Are you taking advantage of automated services?
Kael Campbell is President and Lead Recruiter of Red Seal Recruiting Solutions, a company providing recruitment services in mining, equipment and plant maintenance, utilities, manufacturing, construction, and transportation. When he is not recruiting, Kael spends as much time as possible with family in the great outdoors and on the water. He volunteers his time as a Board Member of the Entrepreneurs Organization of Vancouver Island. You are invited to subscribe to our employer newsletter or submit your resume.