Process Improvement Tips from the Service Industry Expert
Whether you own a company with five dispatchers and 20 technicians, or you operate a one-man show with a shared office space and tools in the trunk, one thing that you can say for sure is that you are a service provider. Service providers have unique needs that mean some of the usual ways that companies improve their processes just won’t work. In order to learn more about what process improvement tools service providers should focus on, we sat down with Konstantin Yakimenko, Director of Sales in Field, who has nine years’ experience in the service industry.
Konstantin started his career working for an architecture design company, where he did custom designs for residential and large commercial properties for over six years. After that, he started his own company, building a service-based business from top to bottom. He knows firsthand how complicated and time-consuming managing the service company can be.
Konstantin believes that the service industry poses specific challenges to business owners. Services are performed by humans doing the labor, which means that the service you provide, and therefore the experience you provide, will always have slight variations. These are difficult to prevent simply because we are human, and often mean that the customers are not totally satisfied, which can translate into fewer sales.
In order to overcome these challenges, the service industry has to be innovative, working to improve processes all the time, says Konstantin. It is your processes that are the key aspect of successful business development and sales growth.
Here are the tips that this expert shared with us on how to improve business processes for service providers.
Create a process manual
A process manual is a Bible for your company, a manual that explains how your company will perform all the everyday tasks that are involved in providing service. Developing a set standard that everyone can refer to is a cost-effective means of achieving at least some level of consistency. Although it cannot get rid of human error entirely, it makes it easier for your team to stay consistent in the service outcome and business development. That makes it much more likely that your customers will be satisfied with the service they receive.
People perform your services, and simply due to the fact that no one can do a task exactly the same every single time they do it, means variations will be inevitable in every step of the service. All over the service industry, organizations have created a standardized means of providing service by automating their processes.. One of the best examples is Field Complete Software. It provides powerful and easy-to-use configurability that works great for any type of service provider, and adapts to every company’s unique business processes.
Service blueprinting is a way to improve and innovate your services that focuses on the customer. This means that you will map out the journey you want your customers to experience every time they have service performed by your company. You will need to identify the target customer base, identify the processes that make up the service, and map out every user action during the service in a visual way. It shows both the role of the customer and the role of the value you provide, so that you can easily see where you may be failing, and where you can improve.
With these tips, you can begin to improve your service process for better customer service and satisfaction.