Service Contracts
I purchased a tabletop copier 10 years ago when I started distributing my newsletter by snailmail. It has given me excellent service and when it isn't absolutely perfect, I call my service rep, Lou.
This service rep is your ideal employee. He loves his work. He knows the equipment and his clients very well. He is responsive to calls. He apologizes if he can't be here within 4 hours. He always has all the necessary replacement parts in his vehicle. He goes beyond his job description consistently to provide superior service, not because the company requests it but he knows it's the right thing to do.
What he's done instinctively is bind clients like me to him personally, not just the company and the brand. Such employees are priceless. You can't pay someone enough to provide this level of service. You can't teach it either.
I have an annual service contract now, since I paid off the lease some years ago. I pay annually to continue receiving the on-demand support I've always had. Lou advised me to request a visit at least twice a year even if I don't think I need it - just to tune up the copier and keep it in good shape - since I've paid for the service anyway.
At the regional headquarters it's another story. To book a visit with Lou has become increasingly cumbersome as the layers of telephone automation get deeper and deeper. Then today I got a call from a nice young sales rep, fishing for a sale to upgrade this old machine. According to his boss and his computer screen, my service contract was expired so he was told to call for a new sale.
When I informed him that I had indeed renewed the service contract and had the cancelled check to prove it - he was surprised and did some backpeddling.
He called back few minutes later, after verifying that indeed my support contract is active and flattered me on the condition of my copier - still fishing for another sale. I do commend him on his followthrough. He said he'd check and get back to me either way and he did.
If only all sales and service calls could be so effective, prompt and helpful.
This service rep is your ideal employee. He loves his work. He knows the equipment and his clients very well. He is responsive to calls. He apologizes if he can't be here within 4 hours. He always has all the necessary replacement parts in his vehicle. He goes beyond his job description consistently to provide superior service, not because the company requests it but he knows it's the right thing to do.
What he's done instinctively is bind clients like me to him personally, not just the company and the brand. Such employees are priceless. You can't pay someone enough to provide this level of service. You can't teach it either.
I have an annual service contract now, since I paid off the lease some years ago. I pay annually to continue receiving the on-demand support I've always had. Lou advised me to request a visit at least twice a year even if I don't think I need it - just to tune up the copier and keep it in good shape - since I've paid for the service anyway.
At the regional headquarters it's another story. To book a visit with Lou has become increasingly cumbersome as the layers of telephone automation get deeper and deeper. Then today I got a call from a nice young sales rep, fishing for a sale to upgrade this old machine. According to his boss and his computer screen, my service contract was expired so he was told to call for a new sale.
When I informed him that I had indeed renewed the service contract and had the cancelled check to prove it - he was surprised and did some backpeddling.
He called back few minutes later, after verifying that indeed my support contract is active and flattered me on the condition of my copier - still fishing for another sale. I do commend him on his followthrough. He said he'd check and get back to me either way and he did.
If only all sales and service calls could be so effective, prompt and helpful.
posted by Kerri at 2:26 PM
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