Manage your client’s and stakeholder’s expectations in three easy steps with the help of quality management software.
Prove Your Value with Quality Management Software
Whether you are a building service contractor or an in-house provider, providing great customer service to clients and stakeholders is a big part of your role. You need to prove the value of the work your team is doing in a way that clients and stakeholders can understand and appreciate.
Hiccups and mistakes are an inevitable part of facility management. The way you handle them is going to determine your overall success. Here are three ways you can build trust and see success.
Communicate Early and Often
In a CleanLink Minute post, Ron Segura, explained that the best way to facilitate a strong customer relationship is to position yourself as the client’s partner. Instead of telling the customer what they need, Ron emphasized the importance of listening – and for in-house providers, that applies to higher-ups and other stakeholders as well!
If listening is the key to a strong relationship, you need to have a central location for all team communication. Feedback from clients and stakeholders needs to be shared with managers, and problems with tasks need to be communicated with managers who can deal with the issue and share necessary details with stakeholders.
Task management and quality management software can provide that central communication hub, effectively ending all internal games of client communication telephone.
Empower Problem Solving
When you adopt software, your team is constantly logging information. With your new software’s help, that information goes from being a dusty file in the corner to reports that reveal trends in how your facility is running.
Managers can now take that data and make necessary changes that will improve the organization. For example, if during your investigation, you find an issue in employee performance, utilize that data to understand why. The problem could be insufficient training, broken equipment, unclear expectations from managers or inadequate time allotted to a project. Now you have the tools to identify and remedy the problem, but if all work orders, inspections, and messages got thrown in the trash, you might have missed the problem for a long time.
Following Up
Earlier, we noted that adopting the rule of communicating early and often would build trust with your customers and stakeholders. But don’t forget to follow up after a problem has been resolved. It is important to explain:
The problem itself and how it was identified
How the team is working to solve the problem
When they can expect to hear more progress
If you follow this pattern of communication, you can stop hiccups from becoming huge problems that can get your team in trouble or can lead to customer turnover.
Schedule a demo today and learn how Otuvy’s task and quality management solutions can help your organization.
Comments