Once the equipment has been delivered, the final component is a sincere thank you. Leave with a positive last impression. At a minimum, the driver should:
- See if the customer has any questions
- Instruct them what to do or who to call if they have questions
- Thank them for their business
This is a great opportunity to leave on a positive note and assure the customer they have the right rental partner. You are in a competitive business and the service provided by your delivery person can provide you an important competitive advantage.
As a training company, we have seen more customers ask us to work with their field service and delivery staff on customer service skills. Leadership recognizes that whenever a representative of their company is in front of their customers, it is important that it is a positive experience for everyone and properly reflects the brand and the company values.
So much of a driver or mechanic's training is operational and technical. Customer service training helps send the right message that taking care of the customer and helping retain their business through caring and professional service is a critical part of their job.
Don't miss out on this great opportunity to define and build your customer service culture and clarify the important role your drivers play in the success of the company, not to mention their own personal success. This will result in a great customer experience and more repeat business.