September is shaping up to be a busy and exciting month for GAWDA. First, we’re less than two weeks away from the Annual Convention, September 9-12 in Colorado Springs. But that’s not the only thing to be excited about for the coming month. Welding & Gases Today has declared the month of September as Service Technician’s Month.
Why dedicate a month to the industry’s service techs? Service techs play an incredibly important role for distributors. When a customer’s equipment goes down, the lost productivity can be very costly. In some industries, an hour of down time is equivalent to thousands of dollars of productivity. The experience a customer has with his or her repair is one that will have a lasting impact on a customer’s loyalty…or choice to take his/her business elsewhere.
Whether it’s welding equipment, a car or anything else in need of repair, great service from a service tech is something that people remember. As for myself, the experiences that stand out are those times when the technician took the time to listen, ask questions and then explain the problem and process of repair. The best techs I know are those who have taken a personal interest in my repair, going above and beyond the call of duty, and taking an unusual repair as a personal challenge.
Then again, I also remember the service techs who didn’t bother to call when my repair was done, or those who tried to up-sell me for unnecessary repairs. It’s also a bit jarring when a repair tech quotes you one price and then charges a very different number.
The bottom line is that a repair tech is perfectly positioned to solidify a customer relationship for life…be it through a timely repair that gets the customer back up and running, or a simple thing like knowing the customer’s name…but that same tech has the power to alienate customers.
So this September, GAWDA salutes the oft-unheralded service techs who keep customers happy and keep them running. Starting in September, we’ll have an honor roll of the industry’s best service techs. If you know a really good service tech, nominate them to honor their work and share what makes them so great. Plus, keep an eye out for a special contest involving service techs. I can’t reveal the details just yet, but needless to say, you won’t want to miss this.
Above I talked about my experiences and what stood out as good and bad service. Now I want to hear from you. What qualities in a service tech do you think make for a great customer experience?