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