By Shelley Schuster
I confess, I am a Bachelor junkie. I couldn’t get enough of it. In order to excuse my Bachelor binge watching, I tried to find lessons that could be applied to my daily or business life. For example, each week by the end of the show, Nick, “The Bachelor” had to make big decisions – which contestants would receive a rose and be allowed to stay on the show and which contestants would be sent home. The process continued for 9 weeks until he was left with one rose and his “soul mate.” Like Nick, one of the greatest skills a business manager can have is the ability to make smart operational decisions. Decisions are made every day that effect the long term success of a business. One misstep and things can get very expensive.
For instance, businesses spend a considerable amount of money on electronic equipment purchases, replacements, upgrades, and routine maintenance each year. It’s virtually impossible to determine if the dollars spent have been invested wisely. There’s a multitude of equipment service providers and service plans to choose from and it can be a daunting task trying to decide which one will provide the highest quality service at the best possible price. Unfortunately, many business decisions are based off of past precedence rather than thorough analysis. Sound familiar?
The Bachelor taught us a thing a two about making tough decisions when it comes to the tangled web of equipment maintenance, or in Nick’s case, his love life. Let’s review The Bachelor’s decision making process. First he gathered information from first impressions and “dating” each woman. He then compared and analyzed each personality. Were the girls respectful to him, each other, and themselves? He weighed and measured the risks of his choices. Were the promises the girls made to him genuine? And finally, he took action and decided who was escorted to the limo and eliminated.
First Impressions
During the opening ceremonies of The Bachelor, the majority of the women were clad in red while others clearly tried to separate themselves from the pack. Many of the contestants made a memorable first impression – some more positive than others.
It takes approximately three seconds to make a first impression. As an equipment maintenance customer, the ideal vendor genuinely wants to maintain a good relationship with you. The customer service representative and the repair technician should always give you their complete attention, which includes asking pertinent questions and listening carefully to your answers. Furthermore, nothing is more frustrating to a customer than calling into a repair center and getting a recorded message. Service organizations that are truly concerned about their customers will hire the required staff needed to answer phones and be attentive to the customer.
When meeting a service provider for the first time, their appearance, body language, demeanor, and mannerisms will predict the trajectory of your future relationship. Did they show up on time wearing a respectable uniform, shake your hand, thoroughly look over the equipment, patiently answer your questions, and follow through on what was promised?
Make a list of pros and cons of your current service provider, do they deserve a rose or should they be sent packing?
Respect
Nick definitely made some tough decisions this season. One contestant always stole precious time away from the other girls. Whether it was for love or the desire to be famous, one thing was for sure…it was rude and made some of the other contestants want to leave! Not exactly the behavior you’d expect from someone you hardly know and wanted to become your wife.
Disrespect is one of the primary reasons why customers leave their current service providers and turn to the competitor. It is a buyer’s market and the customer has alternatives. A customer service rep that constantly interrupts you or a rude or brash technician can ruin your day. It is also a clear indication of the service provider’s culture. If management allows their employees to treat customers badly, it’s obvious that they don’t value your business.
Promises
Lying, deceit, catfights, oh my! Corrine and Taylor’s highly anticipated showdown in the Bayou made for a fascinating two-on-one date with The Bachelor. Between the fights for Nick’s attention and questioning emotional intelligence, contestants did whatever it took to stay in the picture, even if some false claims and exaggerations were made.
While lying was encouraged and broken promises were acceptable on reality television, an equipment service organization should keep their promises. They should be considerate and always arrive within the timeframe communicated. If a delay does occur, the customer should be notified and given the option to change the service appointment to another day and time. Service should be completed when it is convenient for the customer, not the other way around.
Decisions about service plans and providers tend to become so routine that they are made without much thought. Don’t make the mistake of selecting a service plan or service organization on a whim. Do your research and ask colleagues and peers for their input. Gather all of the facts and take the time and attention necessary to make informed equipment service decisions.
Shelley Schuster is a Business Development Coordinator at Remi, the alternative to manufacturer service contracts and extended warranties. Remi has been helping organizations streamline their equipment maintenance since 1998 by replacing existing manufacturer agreements with one comprehensive program. We put you back in control of your maintenance expenditures and favorably impact your bottom line. To learn more about Remi and the services they provide, visit www.theremigroup.com, call 1-888-451-8916 #1, or check them out on Facebook at www.facebook.com/TheRemiGroup.