Clients today are characterized by constant demands on quality, service and price. In order to make strong appeal and gain your customer’s repeated business, companies need to zero in on increasing quality and efficiency of services. Showing flexibility in handling the changes to meet your customer’s demands and preferences should be at the forefront especially to those under the service sector.
Service is not just a one-off performance, that is why it has to be right the first time – at the very moment of delivery.
In order to be champions of good services, standardization and responsiveness in your fleet are of paramount significance. Consumer services like pest control, aircon cleaning & repair, as well as cleaning services would do well not to lose sight of these two aspects to position their business to value advantage.
If you manage a business similar to those mentioned above, how can you leverage your fleet in providing solutions to your customers? How can you impart standardization and responsiveness and bolster your business to new heights?
PERFORMANCE LEADS, SERVICE WINS
In front of each customer’s need, requires a solution that meets that demand. If you can’t provide that solution, other businesses will do it for them. Business services don’t offer a standardized product but depends fully on tailored solutions dependent on customer’s requirements. Since there is no tangible product for customer evaluation, your business is being evaluated based on the experience.
How can you improve the quality of this experience? By the standardization of your back-office activities. How you align your frontline with your fleet operations are the driving grassroots to ensure you can meet your customer’s demand, not just one time, but in continuity. Efficient fleet management system is the driving force, and the quality of service is the end-product.
QUEUES AND CAPACITY MANAGEMENT
There are other services that must be provided on the spot. Each job must be processed immediately leaving no time for the business to plan a buffer. For service businesses such as patient transport services (ambulatory care), being responsive is a tall order especially with fluctuating demands that requires fast transition. Other services like airport transfer and businesses in similar nature may find at times that efficiently responding to customer requests can be inundating. When demand exceeds capacity, customers have to wait or queue, and if they are not willing, they are lost.
Cloud-based fleet management software can provide you with a foresight and allow for efficiently facilitating transitions and dispatch. Mediated by technology, you can improve responsiveness as you meet with the demand and leverage your fleet to its full capacity.
A robust fleet management system in Singapore mitigates constraints brought about by unforeseen changes. Each customer is unique, and there is not always a one size fits all solution. Your business should be able to rely on a fleet management system that ensures each service provided is standardized and uninterrupted. Without a reliable system, it will be difficult to provide quick response and level of service that transforms into a memorable, distinct experience for your customers.