How do you create a WOW effect in a customer relationship you have no direct influence over?

Is your business built on customers you never actually meet? That situation is becoming more and more common. Companies no longer sit behind four walls that you have to visit before any kind of cooperation can begin.

Business goes out to people, and a network of remote workers operating under a single brand is nothing new. High standards of customer service in a business built on that model, however, are still hard to come by.

If you manage a network of remote workers and you want your customers to feel they are being treated exceptionally, you do not have to reach for the impossible. It is enough to base your team’s work on a few simple principles.

1. Do not exceed expectations if you cannot deliver on reality

What your customer wants above all is for their problem to be solved quickly and easily. Nobody wants to spend time describing an issue at length and then waiting to see whether there will be any reaction at all. Your services should be delivered end to end, in a way that requires the customer to get involved as little as possible.

With the Fieldworker app you can take the design of that process onto your own shoulders. Bringing every stage of the work together in one place will show you how much power there is in speed and simplicity. With Fieldworker you see the effects from day one.

2. Keep your promises

And above all, do not knowingly make promises you cannot keep. Make your team aware that they must not promise things they are not able to deliver. It is your brand those empty promises will be attached to, and it is your company that will drag a bad reputation behind it if things do not go well.

By planning work in the Fieldworker app, your technicians can settle individual tasks as they go and see how heavily they are booked. Checking whether an extra customer request can realistically be met becomes far easier.

3. Treat the customer like a human being

Your technicians need to know that every customer they meet is a person, not just another number in the day’s schedule. Visiting someone for the second or third time? Let them spend two minutes talking about the previous job. That shows the history of contact means a relationship to them, not just a row in a spreadsheet.

In the Fieldworker app your technicians can check the history of work done for a given customer on the spot, and settle each transaction without cash. A consciously built relationship means more trust and a more loyal customer.

As you can see, the WOW effect does not have to mean anything extraordinary. Of course, once the basics are secured you can allow yourself something extra, such as the option of booking a job for the same day. First, though, take care of the fundamentals. Make sure that through the actions and the attitude of your team, customers feel safe. Stand out from the competition through reliability, speed and how easy you are to work with. It works.