Be Courteous and Sympathetic
If the customer wants to talk, let them. It can actually be easier for you if the customer wants to dominate the conversation because it gives you the opportunity to work without holding up the interaction for two. Listen courteously but don't let it slow down your work if you can help it.
As they talk, get your tools and start on the lock. Make eye contact every now and then and responsive comments to show that you are effectively paying attention to the two tasks at once.
Customers who have been nervous but are keeping it together may take this opportunity to actively talk themselves down from their worried emotional state and in many cases, you will simply be a sympathetic ear while they do this. Simply being this ear is good customer service.
Explain Your Process
For customers who seem interested in what you're doing, this is your opportunity to shine as a field service professional and customer service representative. Customers are often curious about field service expertise and may be hoping to gain some confidence from your ability to solve their situation.
Simply explain what you're doing and why. This is a good moment to outline how the lock in their door works and why it jammed or broke a key. Then unpack the technical process of what you're working on to fix it.
Explain the state it will leave the lock in and, if the problem is key-based, don't forget to mention that you can get them a new key or set of keys fairly quickly back at home base.
If they take you up on the offer, this could be an interesting avenue to repeat business as they realize that your field services and local locksmithing are available all the time, not just when they have an emergency.
Offer a Final Helping Hand
When you're finished, it's time for the handshake and invoicing. With the right mobile software, you can immediately finalize the work order and email the invoice. Once this is done, you have one final customer service responsibility.
Take a moment and ask the customer if there's anything else you can do for them. The vast majority of the time the answer will be no but when they do need or want something additional, the customer may have been too shy or polite to mention it and your offer will be deeply appreciated.
More often than not, customers who want something extra may simply ask for directions, advice getting off the road safely, or possibly even a hug. Offering one final favor is a fantastic way to leave a happy customer and a lasting impression that your service cares about people, not just locks and payments.
Don't Leave Until They Do
With emergency lockouts, usually, the most upsetting aspect is being alone outside your car. This makes an old parenting practice also the best approach for seeing your customer off after getting their lock open for them.
In a situation where you're dropping a child off at a friend's house, naturally, you stick around until you see the door open just in case nobody's home. In a rescue situation, you can remain a reassuring presence until the customer successfully enters the building or starts their car.
This is your final cue letting you know that the rescue is complete and your customer won't need any further assistance.
Always Follow-Up
Finally, never forget your follow-up email. For follow-ups of non-emergencies, a friendly greeting and an opportunity to rate/review is the standard outreach. However, when you have rescued someone, consider personalizing the follow-up.
Ask if they're alright and if the rest of their day got any better. This displays that customers mean more to you than a work order and can build the foundation for a longer-term customer relationship.
Building a strong positive reputation for your locksmithing service with efficient job dispatching, accurate invoicing, and conscientious rescues. This is the best ways to earn positive online reviews, repeat customers, and happy referrals to family and friends of the people you help.
For more information on how to optimize your locksmith roadside services with best practices and fleet management, contact us today!
