Lessons in Customer Service from the Utility Company – NOT

It is fortunate for the utility companies that they are protected by high walls of regulation that prevent new entrants from competing with them.  I had to call customer service at Duke Power yesterday because I need to change the service at a location where I am now the personal representative of the owner.  I assumed there would be a process to demonstrate to them my power of attorney, so I was not expecting it to be as simple as checking a box on a website.  What I did not expect was a flashback to the mid-1980s.

When I reached the supervisor who could actually give me some instructions, she told me that I needed to fax the notarized power of attorney to their legal department.  I replied that I did not have a fax so could she please just supply me with an email address.  I have a nifty little app on my phone called CamScanner, and I can quickly shoot a scanned copy to legal.  She repeated the fax number and said that I could mail it to them via the postal service if I did not have access to a fax.  I asked her to hold the line for one moment while I picked up another call.

“It’s the ’80s calling,” I told her.  “They want their customer experience back.”  She repeated the fax number for me, and we said our goodbyes.

Don’t be like the utility companies.  Take every opportunity to streamline the customer experience with your brand so that the customer is endeared to your company and never plots to leave for a competitor.  After I hung up with Duke, I told Shawn, our marketing director, that the next house I build will absolutely be off the grid.  I cannot wait to write Elon Musk checks for my Powerwall and my solar installation in addition to the check that I am willing to write for a small diesel generator.  I want to get rid of Duke at the first opportunity I can because they suck.

Now, you might think this is a crazy response to having to deal with a fax machine.  I can assure that the generation that is behind me (I am pushing 50) feels the same way and more so.  If you want to keep your customers for the next 10 – 20 years, don’t be like Duke.  As often as you can, do away with old, archaic approaches to customer service and replace them with conveniences that make the customer appreciate the thoughtfulness of your brand.  Here are a couple of pro tips:

  1. Be Mobile Friendly – everyone wants to engage from their smartphone, so let them.
  1. Maximize Self Service – no one really wants to talk to anyone in your office, so don’t make them.
  1. Take a Long View – expensive, disruptive repairs that might make a good margin for you are not good for the customer.  Find ways to charge maintenance subscription fees that smooth your revenue while minimizing customer pain from surprises.
  1. Sell the Program – emphasize to everyone that your brand is all about technology enabled conveniences.  They will remember that pitch when they encounter the stupidity of a vendor (like Duke) that doesn’t get it.

Don’t be the utility company.  You do not have the regulatory protections and you don’t want a reputation built upon 1980’s customer service.

Also read:

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Customer Interfaces: Comparing Apples and Blackberrys

Just over ten years ago, Apple announced the iPhone. Blackberry was the smartphone king with a great keyboard and wheel/ball for email power users.  Now Apple is the most valuable company in the world, and Blackberry is out of the smartphone market. More applications and a better user interface won the day by a landslide. How would your customers grade the applications you provide and your user interface? Apple? Or Blackberry?

Think about it.  Maybe you used to trade in labor rates and parts.  Today you trade in information and convenience.  Pressure readings, amperage readings, inspection intervals, flow rates – the information you manage is your stock in trade.  What type of user interface are you providing your customer for them to value your stock?  Phone calls and ad hoc emails with files attached? Uh, can you say “worse than Blackberry.”  What will happen when your competitor shows the customer an iPhone?  Oh, right.  We already know how that movie ends.

Maybe now would be a good time to figure out a strategy for giving your customer more applications and a better user interface.  Maybe your website should be something other than a billboard on a screen.  Maybe the customer should have access to the information that you collect regarding their equipment through applications that help them make decisions regarding the maintenance and repair of that equipment.  Don’t wait for the competitor to introduce the customer to iPhone.  In fewer than 10 years they will be the most valuable company in your market and you will be out of business.  

One final pro tip – this is not an accounting problem, so don’t bother asking your accounting application provider to solve it with a “customer service module.” Instead, look for built-in customer engagement features like an online customer portal and service history reports from providers who are evolving like Apple did over the past ten years that will help keep you at the front of your market.

I bought the wrong software.

Last year, I made a huge mistake. I purchased a marketing automation platform (I won’t name names, but it rhymes with harpstring) for our company and wasted a lot of time, money, and effort in implementing something that, ultimately, failed. I know I’m not the first person who’s ever made a bad software decision, but I hope that anyone who reads this blog post can learn from my mistake.

 

Made just for you.

My first mistake was not assessing the market that the product was built for. In this case, the software was designed for a completely different set of users, but I was enticed by the cool feature set. Without getting into further detail about why this product was a bad fit for ServiceTrade, I learned that you MUST consider the following when buying business software with large feature sets:

Is this software developed for a market or industry that is specific enough to support my company, but broad enough to support innovation and growth?

For example, there are quite a few field service management applications out there, but some of them, like ServiceTrade, are built specifically for service contractors as opposed to internal field service divisions of large companies like Comcast. Furthermore, some are built for commercial contractors, (again) like ServiceTrade, while others are built for residential contractors, like ServiceTitan or Jobber. Because these platforms are designed for targeted markets, new feature development will benefit their customers that fit their market definition. These target markets are also large enough to support ongoing innovation and growth.

On the other hand, there are software companies that target markets that are too niche. For example, we’ve seen broad business applications that attempt to target smaller industries like fire protection or kitchen exhaust cleaning companies. Yes, some of the features they offer are very unique and fitting for the industries they serve, but these platforms will not innovate as much as a competitors targeting a larger market. These applications also represent a risk because there is a chance that they will not make it in such a small niche.

 

All in one? The all will be small.

We’ve preached this point over and over again, yet I still got caught by this trap. The product I purchased offered CRM functionality in addition to the marketing automation I was looking for. As always it always does, the all in one was too good to be true. Because the feature set was so broad, none of the features performed at the levels of competitive products.

The idea behind an all-in-one software is interesting, but the features always fall short in practice. Take a look at your smartphone. How many apps do you have? Just one? Of course not. Why would you expect the same from your business applications?

We speak with commercial service contractors on a daily basis that are searching for the mythical unicorn that is the perfect all in one. It doesn’t exist. Any product that claims to be one will disappoint you. This includes bolt-on modules to your accounting system.

Modern applications are designed to coexist in an integrated ecosystem that allows them to communicate the necessary information with each other while excelling at their core competencies. In other words, best-in-breed applications that can integrate will outperform all-in-one software.

 

What’s the big idea?

When considering a software application that my company would be using for years to come, I failed to consider the long-term vision of the product. As it turns out, the vision for the product was completely misaligned with my expectations which led to disappointment when I realized new features didn’t benefit me.

Service contractors often reach out to us after having had a similar experience. They purchased an application because of the features it had and didn’t consider how the product may change, if at all, to help them tackle evolving challenges. Here are a few red flags to look out for:

  • Software products that are at the end of their development life. These products receive little to no ongoing R&D and the owners are simply trying to sell as much as they can before the market catches on. Even though these products may have many of the features you are looking for, they will fall short of the competition quickly. Server-based software ALWAYS falls into this category.
  • Customer service software that doesn’t actually improve your customer’s experience. If a company tells you that their grand vision for their customer service platform is only to help you operate more efficiently, you need to reconsider. Efficiency is important, but software that fails to meet the evolving expectations of your customers will leave you at a competitive disadvantage.

 

What happens WHEN it breaks?

Ultimately, the straw that broke the camel’s back with the marketing automation software I purchased was the complete lack of support I received for some technical issues I encountered. For weeks, I was stuck without a system because they refused to answer my calls and emails. During the sales process, I had no reason to think that the support was going to be so bad, but then again, I never asked.

Like many business software buyers, I assumed that I wouldn’t need support. I figured that good software doesn’t need support, right? I’ve never called Uber or Google for help, why should this be any different? I was wrong.

Good business software will have lots of features that require in-depth understanding to fully utilize. You and your team shouldn’t expect to know every little detail. Support through online documentation, courses, and training are important, but responsive phone support is a must. Case in point, ServiceTrade. Despite being ranked as one of the most user-friendly field service management applications on Capterra and having an average “Ease of Use” rating of 4.5 stars across 136 reviews (as of the time of writing) on Capterra, our customers that receive training and take advantage of support far outperform those that don’t.

Expect good support. You’ll need it. If you’re considering a product, give the support line a call before you buy to see how responsive and helpful the support team is. If it’s not available, or you have any concerns about the quality, buyer beware!

 

Yes, a reference please?

Before I purchased this infamous marketing automation platform, I was smart enough to ask for references. However, I should have put my guard up when, after nagging them, it took several weeks for them to provide me with a couple contacts. After all that time, the references I spoke with weren’t able to answer some of my most important questions. I should have dug deeper and requested more references.

Learn from my experience. Good references and reviews are important. We love providing prospects with reference customers because we work hard to

  1. ensure that customers will be a good fit for ServiceTrade before they ever buy and
  2. make sure all of our customers are happy, as is reflected in our numerous positive reviews.

 

If you happen to make a bad software purchase, don’t become a victim of the sunk cost fallacy like me. Instead of realizing that I made a bad decision, I dug my heels in deeper and wasted months of time trying to make it work. Eventually, I “saw the light,” but after wasting more time than I’d like to admit.

Learn from my mistake! Buy great software.

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It Actually is Rocket Science

Sometimes inspiration comes from unexpected places. Like space and a government agency.

NOAA (National Oceanic and Atmospheric Administration) is shrewdly launching (pun intended) the GOES-16 satellite and sharing their excitement with the public.

Service contractors can learn from two things that NOAA did exceptionally well:

  1. They engaged their audience throughout the process of adding new technology
  2. The way they shared data made it meaningful to their audience

NOAA has been building awareness of GOES-16 for months. The communication picked up when the new weather imaging satellite was nearing launch in Nov 2016. Now that GOES-16 is in orbit, NOAA shared the first images from the new satellite.  

Follow the GOES-16 Launch Sequence

You can build a lot of goodwill and interest in new customer service technology you’re putting in place if you include customers early in the process.

  1. Tell customers it’s coming
  2. Give them updates throughout the launch
  3. Once you’re up and running, share information and give it context
  4. Give examples how the new technology will help you do better work for them
  5. Repeat #3 and #4 liberally

Then answer their question: What’s in it for me?

Like NOAA’s shiny new toy, great customer service technology can help your company provide customers with rich information, like photos, to help them make informed decisions. However, like the images collected by the GOES-16, the pictures you can collect in the field require technical expertise to understand. Fortunately, NOAA has provided another great example of customer education to overcome this technical hurdle.

NOAA smartly used photo captions to explain their new technology: How it’s better, what it tells us that it didn’t before, and what they’ll do with this information. They did a great job of this in just a few simple words. Click through to their website for the full article, or here are some examples that you can click to enlarge.

 

 

 

 

 

 

 

 

 

Photos from your service calls are critically important, but a lot of times they aren’t enough to tell your customers exactly what you want them to know.

  • Don’t just share raw data, tell people what they’re seeing
  • Don’t let them draw incorrect conclusions, apply your expertise to explain the current situation and how it could impact their future
  • Tell them why it’s better than what you gave them in the past
  • Share your enthusiasm and excitement! 

Also read:

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If You Ain’t First, Yer Last!

These words of wisdom were imparted by Reese Bobby to his son Ricky Bobby in the movie Talladega Nights: The Ballad of Ricky Bobby (clip and clip).  Winners get more than their fair share, and a loser is just a loser.  No one cares about second place.  In our fast moving world, the winners often take all of the profit, and the losers are just losers.

Ten years ago last week, Blackberry was the world’s number one smartphone.  It had a keyboard that was awesome.  Apple introduced the iPhone with its innovative user interface, and ten years later Apple is the most valuable company in the world.  Apple takes over 100% of the profits in the smartphone market, and Blackberry does not even make smartphones any longer.  If you ain’t first, yer last!  The winner takes it all, and a loser is just a loser.

Ten years ago, Blockbuster was number one in the video rental market.  Today, Netflix is number one with a market value of over $57 billion.  They introduced an innovative user interface for renting movies over the Internet, and Blockbuster went out of business.  If you ain’t first, yer last!  The winner takes it all, and a loser is just a loser.

Ten years ago, taxi companies were protected, regulated operators in the local markets they served.  They proudly paid huge sums of money for their operating medallions.  Today, Uber is an enterprise worth over $80 billion – more than all of the taxi companies in the world combined.  They introduced an innovative user interface for hailing a car and paying for the ride, and the taxi companies have been decimated in their local, protected markets.  If you ain’t first, yer last!  The winner takes it all, and a loser is just a loser.

How good is your user interface to the customer?  Is it still phone calls and triplicate forms?  Is it ad-hoc emails with files attached?  No organization or intelligence, just a dump of PDF files?  What happens to your business if you are not the first in your market to introduce an innovative interface for customers to receive your services?  Are you going to be first or last when the change comes to your market?  Will you be the winner that takes a bigger share?  Or a loser who is just a loser?

Maybe it is time to start thinking about technology as a way to please your customers instead of simply a way to seek operating cost leverage.  The lesson of Apple, Netflix, and Uber is also the lesson of Blackberry, Blockbuster, and the taxi companies.  It does not matter how long you have been around or how good your internal operations may be.  An innovator in your market can turn your business into a loser.  So, are you going to be first in your market to innovate with a better customer interface?  Or will you just become one of the losers when someone else innovates first?

This blog post is part of our Business Lessons From Rednecks collection. Also see Don’t get gigged by software.

The Digital WrapRead ideas about how to be first in Billy’s book The Digital Wrap: Get out of the Truck and Go Online to Own Your Customers.

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5 Things that Service Companies can Learn from Google Analytics

Business owners and managers need reports to monitor the health of their business; to measure what works and what doesn’t, to see how they fit in the world around them, to find the best methods for gaining new customers. Part of that information can be gleaned from Google Analytics.

Google Analytics is free, robust and it can tell a service contractor a lot about their business today and trends over time.  Things like:

  1. Who is coming to your website and how they got there
  2. What people are looking for when they come to your site
  3. If your conversion goals are being met
  4. What’s working to drive high-value visitors to your site
  5. If your content meets their needs

1. Who is coming to your site and how they got there.

The Audience section of Google Analytics can tell you a lot about your web visitors. Three of the most important and interesting to monitor are geography, network, and new vs. returning.

Geography will show you where your visitors are located. This is a good way to monitor your local SEO and ensure that you are reaching the people in locations where you work. Once you segment your web visitors by location, you can study them by other metrics, like source and goal conversions (more on that in a minute.)  

For example, I can see that the majority of ServiceTrade’s visitors in the past month in Raleigh come to us direct, but most of our visitors in Greensboro are referred by our email outreach with the source info.servicetrade.com. Knowing that, I might be interested in browsing my recent email list for prospects located in Greensboro, and can start to cobble together an understanding of where those prospect(s) are interested in our web and email content.

Network is one of my favorites! It lists the internet service providers for your web visitors. For a lot of smaller companies and home users, this will be the name of their provider (like AT&T, Time Warner, or dozens of others), but for a lot of businesses, their network name will display as their company name. When you see a company name, you know immediately what customers and prospects have been on your site. It is fantastic for sales outreach.  

Once I pick one of my prospects out of the Network list, I can see how many visitors came to the site and when. I can see their city and state. I can see their landing page. Their exit page. And I can see if they converted on any of my site’s goals.

Network data in Analytics can be used for sales optimization. And that’s why it’s my favorite.

New or Returning Visitors  Keep track of how many new visitors come to your site in a time period and track it over the long term. Cross-reference your new user data against how they came to your site, and where they’re located. All of this information will help you understand where your customer acquisition programs are the most effective – and it’s one of the most important long term trends you can monitor.

 

2. What people are looking for when they come to your site.

There are a couple of ways to uncover what people are looking for when they come to your site.

By the pages they visit.  Rank your content pages by number of page views. For ServiceTrade, the most visited page after our home page is pricing so we make it easy to find in our navigation. After pricing, we look at what feature pages are most visited to understand what problems our web visitors most want to solve. For service contractor websites, those pages will be the services you offer. Giving each service its own web page or section of your website will make it easier for you to later measure site engagement to see where your audience is interested.

By the keywords they search for. Visitors’ keyword search terms also tell you what people were looking for when they came to your site. Unfortunately, the keyword list is partially obscured in Google Analytics. Instead, search traffic and keyword performance data is shown in Google Search Console

 

3. If your conversion goals are being met.

Analytics makes it easy to establish multiple goals for user behavior. You can get a total number of conversions for all of your traffic, and also segment it by any number of factors like network, geography, source, etc.

Set up a goal for your web forms and monitor what sources they come from. If you find a strong goal conversion through your listing on the local trade association website, you know that it’s a good place to invest your time and your money. On the other hand, if you’re investing in a program but not seeing goal conversions, you have a red flag.

 

4. What’s working to drive high-value visitors to your site.

Which of your programs, online profiles, emails or whatever else you do is working? You can come at this information two ways:

  1. Look at where you are having success, i.e. goal conversions, and back track those visitors to their source
  2. Look at your traffic sources, then rank them by key performance indicators, i.e. goal conversions, time on site, new visitors, etc.

 

 

5. How your content is performing.

Did you see our post that ranked our top 10 blog posts of 2016? That ranking came directly from Analytics when we organized blog posts by the most visitors.

The Behavior section of Analytics measures how people engage with the different parts of your site. Valuable points to observe are your most visited pages, pages with the longest time on site metrics, top landing pages, top exit pages, and how visitors flow through your site.  Once you’ve crunched this data, where are you surprised? Where are visitors spending more or less time than you expect? Does your site’s user experience make it easy for them to get to the most valuable information?

 

Schedule a Weekly Date with Google Analytics

Google Analytics is absolutely worth your time to study and uncover insights that aren’t just about your website, but about your audience that you can use to:

  • Learn if your site is optimized for the right content and geography.
  • Make decisions about where to invest your marketing dollars.
  • Find those golden needles in the haystack that inform sales about which prospects and customers are actively engaged with your content.
  • Monitor trends over time.

Your competition and Google’s ever-evolving algorithms make SEO a dynamic environment littered with factors that you can’t control. Analytics reporting is one way to see when things might be changing – whether it’s a temporary blip in the quiet weeks around the holidays – or the sign of trouble that needs to be researched and resolved.

My final parting advice is to have Evernote or your project management application open as soon as you delve into Analytics. You’ll think of a ton of data-driven ideas you’ll want to record and act on.

Uber is better than your techs…for parts delivery.

Do you charge customers for time spent driving to and from the parts house or warehouse? You shouldn’t. Before you get defensive, hear me out. If your parts house could quickly deliver parts directly to your technicians in the field at a reasonable price, you could charge the customer less and make more profit. Cheap delivery is available now thanks to Uber’s new(ish) on-demand local delivery service, UberRush. How does this result in lower prices and more profit? Let’s run the numbers.

Let’s look at how you currently charge the customer for a small repair that requires a trip to the warehouse or parts house. Let’s assume that you use a $500 part and 4 hours of labor plus an additional hour of driving the 15 miles to and from the parts house. If you mark up the part at 80%, your invoice might look something like this:

Parts $900
Labor (5hrs @ $115) $575
Total $1475


Assuming that you have a low margin on labor (around $10), which is common for parts-heavy service contractors like mechanical companies, and have an average cost of $.50 per mile for travel, you are looking at a margin of $435 or 29.4%

On the other hand, if your parts house or warehouse used UberRush, parts would be delivered directly to your technician in the field. In this case, that would save an hour of drive time.  Additionally, It’s easy to justify passing on and even marking up the delivery fee if you show the customer that you are saving them money:

Parts $900
Delivery Fee $73
Labor (4hrs @ $115) $460
Total $1433

The cost of the delivery fee is $40.50 for a 15 mile trip in New York City based on the current UberRush pricing. Marking that fee up the by the same 80% as our parts yields the $73 price above. All told, the new margin is $470.50 or 32.8%.

The margin increase and savings for the customer are great, but there are two bigger wins this process offers. First, your tech now has an extra hour in his day to perform work for another customer. In the provided scenario, that extra hour could allow for another job to be completed that day. On a broader scale, this could mean an extra job or two per week per tech. The implications for your company’s revenue and bottom line are substantial.

At a high level, adopting technology like UberRush is further ammunition to explain to your prospects and customers why you are different. As I explained in my recent blog post, Beat your low price competitor, Chuck, whenever you can show the customer how you use technology to work smarter in order to avoid using scarce labor resources for their and your benefit, you will have a differentiating sales advantage.

Unfortunately, UberRush is only available in New York, San Francisco, and Chicago, but I suspect it will arrive in new cities quickly as they expand their other local on-demand delivery service, UberEats. If you want an email alert when it’s available in your city, you can use this Google Alert. Be sure to change “Raleigh” to your city’s name.

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Best of 2016

As 2017 kicks 2016 to the curb, take a minute to revisit our most-loved blog posts of the year.

Whether they’re new to you, or you need a review, check out these blog posts for inspiration to start the new year.

Trouble selling? Be memorable.

Why is it so difficult to remember even a short speech, but so easy to remember an entire song? For example, what do these 7 digits do for you? 867-5309.  Humming yet? Now that I’ve probably lost your attention to Tommy Tutone, I’ll try to make my point. We are creatures of rhyme, story, and imagery. Great salespeople use this trait to leave memorable impressions with the customer.

Let me give you another quick example by telling a story about overcoming the challenging  trends service contractors face today:

Low price competition for service contractors

You know One Truck Chuck? He’s the low-price competitor that steals your customer by undercutting your invoices.

help-wanted
Competing on price was fair game when technicians were easy to hire. That game has changed with the skilled labor squeeze which is predicted to worsen over the coming decade.

vice

Feels like you’re stuck in the tightening jaws of a vice; right between increasing price pressure from One Truck Chuck and rising costs from the skilled labor squeeze. Fortunately, these challenges are not insurmountable.

But, before I present a solution, I want to point out the tools I’ve used so far to make this narrative memorable. When you step away from this blog post, you won’t remember this particular sentence but you will definitely remember the phrases “One Truck Chuck” and the “skilled labor squeeze” because of the imagery, rhyme, and alliteration I used. That’s powerful. You need to leave the same lasting impression with your customers and prospects.

Now, back to our story. You can’t afford to beat Chuck on price. You have to differentiate yourself and show the customer how you offer more value. A good portion of this blog post is dedicated to just that, but I think this image helps sum it up:

tattoo-600px

Your pitch can go something like this:

Prospective customer, this is what happens when you go with my cheap competitor, One Truck Chuck. It will take him twice as long, causes twice the aggravation, and results in twice the expense due to shoddy workmanship. He is undercapitalized, under-equipped, and under-experienced to provide the expertise you need. You will spend more time and more money dealing with him.

Obviously, this shouldn’t be the entirety of your sales pitch, but this is a great piece of ammunition to support the case that you are a high-value provider. Feel free to use any of the images or rhymes in this post during your next sales call and please let us know what you use to get your point across to the customer. Check out our webinar “Don’t sell on price. Sell a premium program. to learn more about using these tools and others to outsell your competition.

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How Service Companies Send Appointment Reminders

Everybody sends upcoming appointment reminders: Your doctor, your hair stylist, the vet. Are you sending them to your customers? If so, is it a phone call or an email? How informational is it? Is it boosting your brand image?

calendar-phone

 

Why Service Contractors Should Send Appointment Reminders

Whether for your business or for your vet, lost appointments are lost money. Confusion happens, appointments fall off of schedules, and people get flakey and forget. So it makes a ton of sense to remind customers about appointments. In case you need convincing:

  • You don’t want to show up when the customer isn’t expecting you and not be able to do the work. Even if you can do the work, they won’t be happy about the surprise.
  • You’ll remind people of what you plan to do, and give them time to think about what else they might need your help with while you’re on-site.
  • You’ll keep your brand at the top of their minds as a helpful, responsible partner.
  • You’ll be seen as easy to work with. Email is a great way to deliver a reminder because they are not an interruption, they can be referred back to, easily shared, and contain more info than you can share in a brief phone call.
  • You’ll save labor from not sending techs on wild goose chases.

There is a good back-story about how ServiceTrade appointment reminders came to be.

The Story

When Service Link was created, we only thought of it as an after-service online report. A few months after it launched, we started to hear from customers who were sending Service Link before the appointment, too.  

It was a brilliant idea! Service Link included the list of services that were scheduled. It arrived in their customer’s inbox in a nice, mobile-friendly, branded email.  So we supported their innovation with a few small changes to make it explicitly clear that what the customer received was about an upcoming appointment.

Using Service Link in this way was one of the most eye-opening ideas that was shared at the Digital Wrap Conference. More than half of attendees surveyed said they’ll start using Service Link in new ways.

How it Works in ServiceTrade

My quick Google search today returned dozens of appointment reminder software vendors. Lucky for ServiceTrade users, they don’t need to integrate with another solution, they can use what’s already built into the application.

James Jordan covered Service Link appointment reminders in the last Bearded Briefing. Here’s how it works.

 

Innovation is Part of a Digital Wrap

Innovation was a big message at the Digital Wrap Conference. Shawn Mims explained that innovations come at all sizes to fix small to large problems. It’s hard to imagine a more simple innovation than using an existing feature in a new way.

An appointment reminder is one of the MIPS (Marketing Impressions per Service (read post)) that are part of your Digital Wrap. This simple alert:

  • Is a branded marketing impression, so you look professional
  • Makes customer happy about working with you
  • Keeps you from wasting your limited skilled labor resources

ServiceTrade customers are innovators who use technology in unexpected ways. Those customers solved a problem by looking to the software they were already using. There’s a good lesson here that if you find yourself with a problem, take a look at what you already have in place for how it might be part of a solution.

And if you’re using ServiceTrade to solve a problem, let us know about it!  Our customers constantly surprise us with their innovative problem solving.

Also read: