serving the customer · understanding customer perception communicating with the customer dealing...

Backflow Testing & RepairServing the Customer

Understanding Customer Perception

Communicating with the Customer

Dealing with Negative Situations

Why Should We Care

Serving The Customer

Common Misconceptions

Who’s the Boss?

Customer Perception

Customer Reaction

Backflow 101Things They Don’t Teach in Class…….

Common Misconceptions

Backflow Testing and Repair is EASY……

Customers are Willing and Eager to Comply.

There is a Backflow Representative at the State Capital.

Who’s The Boss?

Who Owns the Water?

Who Pays for the Water?

Who’s Vote Counts?

The Customer

Typical Customer Perception

They Don’t Understand

No Consistency

No Benefit

Pay, Pay, Pay

Customer Reaction: What Can Happen ?

Compliance Issues Lack of Funding

Legislative Action Mississippi Florida Wyoming Michigan Idaho

Communicating With The Customer

Who’s Job is it?

Educating The Customer

Explaining What You Do

Never Sacrifice The Truth

Who’s Job Is It ?

The Water Purveyor ?Or

The Private Contractor ?

Working Together United Front Consistent Message

Does the Customer take Backflow Seriously?

Educating the Customer

Backflow Bedside Manner

Explain and Demonstrate

Failure is Normal

Repairs are Normal

Be Ready To Explain What You Do

Elevator Speech

Keep It Simple

Include the Problem it Solves

Include the Protection it Provides

Be Confident

Never Sacrifice The Truth

Don’t Agree with False Statements

Understand the Customer’s Lack of Knowledge

Be Ready with a Positive Response

Dealing With Negative Situations

Why is the Customer Upset?

Dealing with the Customer

Expect the Unexpected

Responding to Repair Issues

Why is the Customer Upset ?

Confused Argumentative Reluctant Not Happy

Distrust of the Industry You Cost Him Money

Why is the Customer Upset ?

Be Ready; Not Surprised

Expect it

Respond Effectively

Dealing with the Customer

Listen… First

Don’t Argue

Engage them Professionally

Be Honest

Be Understanding

Expect The Unexpected

Sometimes Repairs Don’t Follow Your Plan

Relax Concentrate Troubleshoot

Repair and Maintenance is Normal

Responding to Repair Issues

Application Issues

Don’t Blame the Assembly Don’t Blame the Technician

Physical Issues

Hydraulic Issues

Physical Application Issues

Dirt and Debris Extreme Use Freeze Damage

Be Ready with Solutions

Preventative Maintenance is Normal

Hydraulic Application Issues

Pressure Fluctuations Back Pressure Problems Water Hammer

Be Ready with Solutions

Preventative Maintenance is Normal

Why Should We Care ?

Why Do We Test & Repair?

Is Backflow a Risk?

Change the Perception

Why Do We Test and Repair ?

“Earn a Wage”

“Make a Profit”

“Protect the Drinking Water”

Does Backflow Really Pose A Risk ?

Customers See No Risk

Utility Directors See No Risk

Where Are the Bodies?

What Do We Believe?

Change the Perception

Who ? Contractors and Purveyors

How ? Communication and Education

Why ? Better Compliance, Stronger Programs, More Money, More Support