When you are a tradesman it is important to understand how to provide quality workmanship and do things right the first time, but it is also important to provide top-notch customer service. There have been a number of locksmith scams in the news lately, which really make us sick. Locksmiths have an important job to do, that requires trust - we can gain access to your house, car, business, etc. Conducting ourselves with integrity is important for the long term success of any business, but moreso with our industry.
One of the scams that is going on involves quotes that are given over the phone. These call centers would take calls from people who were locked out of their car or home and in need of help from an emergency locksmith, and they would be quoted a particular price. But when the locksmith actually arrived, he would charge them much more. It’s a classic bait and switch, and since you’re locked out and need emergency service, you’re stuck paying!
This type of scheme really doesn’t make a lot of sense if you are trying to build your business, because customer satisfaction leads to positive word-of-mouth advertising, and that inevitably leads to the growth and long term success of your business. However, there are those who want to “hit and run,” and that can make it harder for the majority of professional locksmiths like us who go about their business with honesty and integrity.
Fortunately, these scams are now out in the open and the authorities have aggressively prosecuted the perpetrators. It is now a matter of consumers developing a relationship with a reputable local locksmith that gives them the best customer service at the lowest prices, and good locksmiths take customer service just as seriously as they take the quality of their work.
One of the hallmarks of good locksmith customer service is absolute availability. If you are advertising yourself as a 24 hours a day locksmith, you need to be available and answering the phone 24 hours a day, seven days a week. When people are locked out of their car after a night on the town at three a.m., they do not have a lot of time to waste leaving voice mail messages and hoping for a callback. You take on a genuine responsibility to the community that you serve when you declare yourself a 24 hour emergency locksmith, and you have to be there for people when they are in need. Locksmiths who place an emphasis on customer service recognize this responsibility, and they make sure that they have the manpower available to be able to answer and respond to emergency locksmith calls whenever they come in.
Without question, good locksmith customer service involves giving accurate quotes and having the integrity to do what you say you’ll do over the phone once you actually arrive on the job. It also requires a commitment to being there when the customer needs you the most. The third and last component of locksmith customer service involves the interaction between the locksmith and customer when he is out in the field doing his job.
Simply put, when a locksmith arrives on an assignment, the customer should feel confident that he or she is dealing with a competent professional. Yuma Locksmiths that care about customer service dress appropriately and arrive in a commercial vehicle that engenders consumer confidence. They should treat the customer politely, explain what needs to be done, and maintain a communicative and pleasant demeanor while they are working. Everyone has a different personality and there is no script that a locksmith needs to read from. Good locksmith customer service in the field is really just a matter of common sense and treating people the way that you like to be treated when you are in a situation where you are the one who is the customer.
Providing exceptional customer service is how we keep our locksmith business thriving and growing. Locksmiths, like everyone else, are participating members of the communities they serve, and being a positive contributor to the community is another reason to provide good service. 24/7 Locksmith Services honors our estimates, and when you call us, we are there for you, whenever it may be. When you speak with us on the phone, we listen, and we empathize with your situation. In the field, our certified locksmiths treat you politely, and we get the job done quickly and efficiently.
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