eugene

Eugene Jones is a principal in www.connect4business.com which provides Lotus Domino Manufacturing Solutions. Eugene is also a principal in www.ImmiGreatNow.com.com which provides web solutions for family Immigration. Eugene is also a principal in www.nauvou.com a cloud customer support solution.

Using Warranty Issues To Ensure That Customer Sticks With You Forever

 Manufacturer  2 Responses »
May 092011
 

Have you ever really thought about what happens when a customer has a serious warranty issue? It’s your opportunity to SHINE, or perhaps fail miserably. Surely you have experienced the event, perhaps due to a problem with the product you purchased, or perhaps it was due to your mis-use. When the vendor goes out of their way to make sure that you are well taken care of, it’s something that you remember. Chances are, you will be a customer for life.

 

How do you achieve this worthy goal?

 

  1. Make Promises.Tell your customers what you are going to do, before you do it! Everyone wants to know what is going on. Keep your customer completely up to date.
  2. Make your schedule.It does not really matter what it takes, deliver what you promised. If you must be conservative in what you promise, so be it. Deliver on your promises. If you do fail, admit it quickly and find a way to do better.
  3. Follow up with your customer.What if you deliver and your customer never gets the goods? When you follow up, perhaps your customer will deliver a little praise? Perhaps you can turn that into a testimonial?
  4. Use tracking numbers.Send an email with your shipper’s tracking numbers. It provides some 3rd party verification that you are doing what you say you will.
  5. When you have had a problem, and a new product is available, why not make a personal call to let the customer know how that product might help them?

 

Can you use these ideas? Of course you can. Of course the only thing keeping you from success is yourself. Make a change in your attitude and customers will flock to your business.

 

 Posted by eugene at 7:45 pm

Six Warranty Emails To Help Your Customers

 Manufacturer  1 Response »
May 042011
 

We must all put on a pleasant face for your company in good times and bad. When you begin the transition to a paperless warranty claims process, communication is the key. You should make a serious effort to keep the customer informed as to what the next step in your claims process will be, and when they should expect to hear from you again. Yes, it’s more complicated than you might think! But paperless claims are well worth the effort.

There is nothing more frustrating for a customer than filing a warranty claim, that just disappears into a deep dark hole. Your customer is sitting at home, with your broken stuff, and they have no idea, did they get my claim, What happens next? Was there a problem with my claim?

    1. Acknowledge reciept of the claim

Your first communication to the customer, should simply be an acknowledgment that you received their claim. Then add, a few more things. What is the next step? Will the claim be reviewed by your staff? How long will that take? What should the customer do, should they don’t hear from you within the promised time-frame? Sure would be nice if the escalation process was not to pick up the phone and dial the president! Explain what they should do if they think that their claim is stuck/lost/wrong (like email your customer service manager).

    1. Notify the customer that you need more information

So, you read their submission, and find that additional information is required. Send the customer their second email. Give them a deadline for when you need the information, have a tickler system so you email again if they don’t submit the required information. Don’t drop the ball here, just because it’s their turn.

Once you are satisfied that the claim is legitimate. (This could take more than one request for information!)

    1. Provide your customer a RMA Number for any return parts

Once the parts have arrived and you have inspected them to be sure that you received the correct and expected parts.

    1. Notification that the return parts are received

Now the claim can be processed!

    1. Notificaton of shipment of parts/product

Now, ship your replacement part(s). Send them an email with the shipper tracking number. Everyone likes to know when they should expect the part. Another advantage of providing the tracking number is that your customer has a 3rd party informing them that the part is on the way. Your customers might well trust the shipper more than you!

    1. Follow up email

Finally, make sure that everything worked out OK for the customer! Send them a follow up email, just to let them have one more opportunity to let you know if there is a problem. Close that final bit of the loop.

You can see that this kind of process will result in more informed customers, who will trust that you are going to be there for them. These emails can be generated by a good warranty claims system, the extra effort is minimal, but the advantages are huge.

 

 Posted by eugene at 3:47 pm
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