Predicting the future is tough, but predicting the future of customer service for commercial service contractors? That’s easy. The technology is already here. It’s already permeated the consumer world. It’s just a matter of time before it revolutionizes how you do business. Just like local retail was rocked by e-commerce and video rentals were decimated by online streaming, the way you deliver service and make customers happy is going to be upended in the next 5-10 years. Rest on your laurels and your brand will end up like Blockbuster. Prepare and, on the other side of this revolution, your company will emerge as a dominant brand like Amazon.
Three different technologies are going to drive the service contracting revolution: Smart cars, smart equipment, and smartphones.
Every major car and truck manufacturer is developing some form of autonomous, self-driving vehicle. Imagine a fleet of driverless work trucks that are involved in a fraction of the traffic incidents and can deliver parts without wasting a tech’s billable time. That’s great! But, what happens to your company when nearly 5% of all workers in the national economy that drive for a living lose their jobs practically overnight?
When semi-trucks, delivery vans, and taxis don’t need drivers and all of those jobs disappear, the unskilled labor pool is going to overflow. With no new demand for unskilled labor and a massive increase in supply, economics tells us that the cost will go down. Hiring low-skilled workers is going to get cheaper and easier. This won’t solve the skilled labor shortage, but you will have a huge selection of candidates to fill entry-level and apprenticeship positions. Prepare for this labor glut by building an efficient job application review process and scalable training program for new employees, but don’t worry about their driving record.
If you’re an early adopter of a smart fleet, you’ll differentiate your brand and show customers how you take advantage of technology to reduce costs and provide better customer service, you’ll stand out from the competition. It’ll be part of selling the program. Driverless cars are a perfect fit for the program. They’ll enable your company to reduce costs for you and the customer while opening up productivity for improved customer service. Besides that, how cool do you think it will be to take your customers for a spin in one of your driverless trucks?
Driverless vehicles will be as transformative as the internet and successful service companies will adapt quickly. Just like the companies today that still use fax and paper to communicate instead of internet-enabled technologies, there will be Luddites and slow adopters of driverless cars. They will get left in the dust. Companies that are prepared will dominate.
Imagine building equipment smart enough to alert you when it needs maintenance or repair, all the while customers are paying you a recurring fee for “equipment monitoring.” You’ll be able to deliver exactly what the customer wants, optimal uptime, without the extraneous labor costs. In fact, it’s already on the market. However, manufacturers and building automation companies are fighting to lock everyone else out of the market. Whoever wins this fight will be positioned to own the relationship with the customer and levy a toll on anyone who wants access. What happens to your company if you’re on the wrong side of this toll?
If you don’t own the relationship with the customer, your brand will be devalued and you will become the truck depot beholden to a third party. Don’t get locked out of the revenue stream. Equipment monitoring products that bypass the building automation system are already on the market. From monitoring sprinkler flow for leak detection, to HVAC and chiller performance monitoring, you can track it all. The moment a problem occurs, you’ll be alerted and mobilize to save the customer’s day and prevent future mayhem.
But, there’s a catch. This future only exists if there is demand for standalone equipment monitoring products. Otherwise, the manufacturers and building automation companies, with their deep pockets, will push those companies out of the market or acquire them. The solution? Incorporate equipment monitoring in your premium program today! Go explore the market for the best monitoring solutions for your customers. They should have simple subscription pricing models with a API-enabled, cloud-based applications that feed equipment data directly to you and your customer. Treat it just like any other software purchase and refer to Chapter 9 of The Digital Wrap for buying criteria. Tell all of your colleagues at other service companies about the solutions you’ve found. Collaborate to find the best solutions and build demand in the market to avoid getting locked out.
Widespread smartphones adoption isn’t new, but its impact on your workforce and your relationship with customers is not done evolving. The average smartphone user spends 3-5 hours a day on their device. Those screens enhance almost every aspect of their lives except for how they do business with you. What happens to your company when they expect to engage with you through that screen? Will you be ready?
Trends in B2B tend to lag behind the consumer world by a few years, but they’re coming. Your customers will expect to engage with you entirely through their smartphones. The better their experience, the more valuable you’ll be. Easy said, hard done. Unlike banks and massive consumer brands like Amazon, you can’t afford or get away with a single shiny mobile app to manage all the communication. It’s too expensive and impersonal. You have a close relationship with your customers. You meet them in-person and chat with them on the phone all the time. Your solution to mobile engagement will require a multifaceted and integrated technology approach.
One way or another, you’re going to give your customers a branded mobile app. It will tell them everything they need to know about the work you do for them and give them a way to request and approve new work. While standing in front of a piece of equipment, they’ll have instant access to pictures, videos, and notes from every service you’ve performed on that asset. They’ll see a spend summary on the equipment and have the information they need to make a smart choice: repair, replace, or roll the dice. That information will roll up into an overall summary of their equipment so they can have their finger on the pulse of their facilities. All of these features will integrate seamlessly into their experience when they log in on their computer, just like ordering from Amazon or banking.
These future conveniences for you and your customers are coming. As we like to say, if you ain’t first, yer last. Be the leader in your market for adapting and adopting new ways of operating your service business.