Ways to plan for winter demands

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Winter has been with us longer than usual this year and as a gas and heating contractor, you’ve probably been running at full capacity with a deluge of heating repairs and installations for the duration.

Additionally, the frequency of extreme weather events, like snowstorms and freezing conditions, will contribute to an increase of emergency jobs that need to be factored in to your workforce’s schedule.

While this is certainly good for business, it may well have been overwhelming to manage the influx smoothly and efficiently. However, the season will eventually change and with it bring quieter times where you can take the opportunity to review your current situation and put in place strategies to protect, and even grow your business, all with an eye on preparing for the next busy winter!

What can you do now?

Be prepared! Winter (generally) arrives at the same time every year so it makes sense to develop a plan during summer to make sure that you can handle unexpected increases in demand and make sure customer service remains top-notch during your busiest times.

Invest in your field management software. Can it be better? Can it be developed to further improve your workforce field management during peak times and avoid a potential winter of discontent?

Wayforce field service management software helps you to keep tabs on sales and bookings and allows you to track your workforce throughout the year. Your field workers can quickly and easily manage their paperwork without having to make visits to the office, which significantly boosts the amount of work they can complete in a day. And, if you’re after a specific function, we can build bespoke add-ons to suit your specific requirements.

Train your staff. The quieter months are a great time to invest in your workforce’s training and make sure all systems are being used correctly to maximise your business’s efficiencies and customer satisfaction levels. Think especially about how to increase productivity that will ensure more work can be taken on during peak times while reducing potential problems and hassle!

Encourage maintenance all year round. Flurries of work may be the norm during winter in the gas and heating industry, but it’s important to ensure a steady level of business all-year round. Convincing customers to have their boilers maintained and certified during the summer months may be a challenging task but, if done well, you’ll create an excellent business opportunity. So why not use the slower months to target your customers with a personalised offer and schedule in those maintenance service jobs?

#WayTheForceBeWithYou and get in touch to request a free demo to see exactly how you can avoid a winter of discontent!

Go paperless and reap Wayforce benefits

Go paperless with Wayforce

Before job management software like Wayforce came along, workforces out in the field had to carry around lots of paper. Lots of it!

This could vary from job sheets, reports and surveys that had to be completed and signed, to certificates, invoices and receipts that that had to be filed or posted.

While the need for this documentation still exists, Wayforce field service software removes the need for these documents to be in paper. Instead, your customers can sign off service reports and surveys on your worker’s mobile device while invoices and receipts can be stored electronically and emailed.

The savings of going paperless includes reducing the cost of the paper, which can be substantial, and the cost of office supplies like ink cartridges and upgrades or replacements to office equipment, such as printers.

However, the benefits stretch even further!

Improving the bottom line. Wayforce field service software lets you invoice quickly and easily. Speeding up the invoicing process means getting paid sooner, reducing debtor days and improving your bottom line. Now you can’t go wrong with that!

Easing administration burdens. Getting buried under mountains of administrative paperwork, wrestling with clunky filing cabinets, fiddling with error-prone manual processes, and deciphering hard-to-read handwriting are all tasks firmly in the past! Instead, Wayforce field service software manages it all for you so you can spend your time serving customers or working on other business priorities.

Increasing business efficiency. Digital documents are much easier to manage and store than paper ones. Having documents available to access and share with your customers and employees regardless of the location, improves team productivity and makes for a much a better customer experience.

Being environmentally responsible: Reduced use of paper and printing means fewer trees will be cut down to produce paper. It’s that simple! Moreover, demonstrating that you operate efficiently and produce less waste could see you eligible for various tax rebates and relief schemes.

Securing your data. Wayforce workforce management software stores your data safely so documents can no longer get lost. Everything is retrievable, and the flexibility and scalability offered will allow you to improve your flow of communication with confidence.

To sum up, reducing your use of paper brings a number of tangible benefits that will contribute to improving all aspects of the service that you provide for your valued customers – no business can afford to ignore that!

#WayTheForceBeWithYou and do get in touch to request a free demo.

Our tips on great listening to ensure customer service success

Listen up! Read our tips on great listening to ensure customer service success.

Here at Wayforce, providing excellent and memorable service for our field service software customers is important to us.

Without this exceptional support, our customers wouldn’t return, and certainly mediocre or bad support would drive them away.

Simply put, there’s no business without satisfied customers! So, making sure that they’re understood and served well is always at the heart of our customer service.

We regularly get fantastic feedback from our service management software customers on this, so we know it works. How do we do it? Well, we listen! Active listening is a crucial part of customer service. It’s the foundation of our customer service interactions, and it’s a powerful tool for ensuring that our customers enjoy a positive experience with us.

There’s a well-known expression: “Listen, don’t just wait for your turn to talk.” Too many customer service interactions, especially those run by scripts, don’t heed this advice. It doesn’t have to be this way.

Here are our top tips on how to be a great listener

Focus your attention on the customer. Through the entire conversation. Stop whatever you’re doing that doesn’t relate to serving the customer. Prevent yourself from being distracted by colleagues or external noises, put down your paperwork or reading material, stop typing on your computer, and really focus on your customer and what they’re saying.

Smile! It’s well known that even on the phone your smile comes through in your tone. If you’re face-to-face look at the customer as you speak, use open body language and gestures appropriately and let them know that you’re listening to what they’re saying.

Don’t interrupt or pre-empt. You listen better when you’re not talking, so refrain from interrupting or second-guessing what they’re going to say. Interruptions may break their train of thought and chances are you’ll be wrong and miss some of the content of their conversation if you jump in with your own thoughts.

Ask questions. It’s good to ask questions so you can get more information on any points you need to clarify.

Paraphrase. Reword what your customer said to confirm your understanding. involves restating what your customer said in your own words. By taking this approach, you acknowledge and empathise with your customer, while taking responsibility for the situation and promising to take action.

Summarise. Finish your conversation with a quick summary of the most important points – this will ensure you both understand the outcome of your chat.

Active listening isn’t difficult, but it does take effort to learn and practice to get it right. And while you may not get it right every time, you should incorporate it as a basic skill, for yourself and for your whole workforce, so you improve your chances of achieving fantastic customer service success.

#WayTheForceBeWithYou and do let us know how you get on!