Are your customers satisfied with the service you offer?
Ensuring customer satisfaction when installing automatisms is essential for any professional or company that wants to increase their results and maintain a good reputation in the automation market.
According to a study carried out by Zendesk, 70% of consumers are willing to spend more to purchase products and services from companies that deliver a good consumer experience.
With more than 37 years of experience in this area, we have already gone through several challenges and we know how a close look at the market and active listening to the needs of our customers were fundamental to our growth and evolution.
A satisfied customer is more likely not only to buy again, but also to recommend the service to friends and family, which can also lead to more business in the future.
We decided to share our experience and some tips with you so that you can guarantee your customer’s satisfaction. Read on to learn more.
After all, what is customer satisfaction?
Customer satisfaction is an important metric for any business and is not just limited to a product or service purchased, but also the type of service received, after-sales support, clear communication and other factors that can influence the overall customer experience.
We know that the automation market is becoming more and more popular because it offers a series of benefits to customers, such as more comfort, safety, practicality and efficiency.
Evaluating your customers’ satisfaction turns out to be also an important indicator of how you are performing in relation to the competition, and this can help your business to stand out in an increasingly competitive market.
6 steps to ensure customer satisfaction when installing automation systems
They say the difference is in the small details. Some of the steps that we are going to mention below, the reader is probably already familiar with. The question is: Are you attentive and doing the “basic” well?
1. Identify needs and communicate clearly and transparently
It is very important to understand and listen attentively and carefully to what your customer’s needs and desires are. This attention applies to all stages of the customer follow-up process and will help you establish clear and transparent communication.
It is essential that you explain in detail the processes involved in the installation of automatisms, such as:
- How does the service work?
- What is the timeframe involved?
- What is included in the budget?
- What are the steps involved in the installation?
- What are the main features of the product and how can the customer take advantage of them?
- How does the after-sales service or assistance work?
If it makes sense, you can also teach your client how it works so that all the steps of the process are clear to him. In this way, you convey confidence and security to your client, as he realizes that you are a professional who knows what he is doing.
2. Use quality products
Quality products transmit confidence and credibility to the customer.
This aspect is extremely important when installing automatisms, because we know the influence that the quality of electronic components and materials can have on the durability of solutions.
Furthermore, when you use quality products on your premises, you know that the probability of having problems with your customers will be lower, which could eventually increase your productivity, without the need for constant technical assistance and interventions.
Our advice is that you inform your customer about the origin and quality of the material, whether it is certified and how it is developed.
At Motorline, we assume this responsibility and have a wide range of certified products that meet strict standards of quality and excellence.
3. Appropriate choice of products
In addition to product quality, it is important to choose suitable products for each type of installation, always taking into account the identified needs, as well as the surrounding space and context.
It is important to check if there are accessories that can optimize the operation of certain solutions.
4. Offer agile and personalized follow-up
To ensure customer satisfaction with the installed automation and to avoid problems or failures in the operation of the equipment, it is important to maintain frequent contact with the customer.
This care makes the difference and generates a positive feeling in the client, demonstrating a genuine concern for their satisfaction.
In addition, the customer feels that he is accompanied and that he has the necessary support.
Another crucial aspect is response time. It is important to be agile and not leave the customer unanswered, so that he feels that he is being treated with care and professionalism.
5. Recognition of customer feedback
Always be available to receive suggestions and constructive criticism from your customers to improve the quality of the service you offer. This demonstrates humility on your part as well as a genuine commitment to your customer’s satisfaction.
Go beyond expectations and positively surprise your client. Here are a few more tips that complement the essential steps mentioned earlier:
• Offer customized solutions that meet the needs presented by the client, which may include specific equipment, creation of customized scenarios, among others;
• Pay more attention to details such as cable management and equipment placement. This attention will show more care on your part;
• Provide additional information that may be useful to the customer, such as suggestions for use, energy savings, among others;
• Offer a personalized bonus or gift, such as a discount on future services, an additional installation, or something the customer values;
• Ask for feedback and ask if you can help with any other questions;
• Be ethical, transparent and consistent in your approach. Don’t promise what you can’t deliver.
In summary, when customers have a positive experience, they feel satisfaction and tend to buy again, promote a positive image and recommend.
Invest in the satisfaction of your customers and be recognized for your work.
We hope these tips were useful for you. We are happy to continue to support entrepreneurs who want to evolve and grow in the Automation market.
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We will be happy to help and clarify your doubts.