Well, here we are, already nearing the end of the first quarter of 2023. This year is flying by, and if you aren’t going just as fast, you could be left behind.

Your competitors are always on the move, coming up with new services, developing new promotions, adding staff and generally trying to pull your customers away. Are you just sitting and watching it happen? Or are you doing something about it? 

The team at Lovett Services — featured in this issue — is doing something about it by being a one-stop shop for all their customers. No matter what a customer might need, the company based in Portland, Oregon, will find a way to get it done.

BEING THERE NOW

A big part of Lovett Services’ success is being available, 24-7. Customers can reach staff by telephone, email, online chat and social media.

We all know that potential customers will likely go to the company that they can reach first and Lovett Services is positioned to be that company.

Wouldn’t you love to have that reputation? Well, you can, even without a huge staff. Here are some times to get you started:  

• Offer multiple channels: Be easy to reach. Post your phone number and email everywhere; check email frequently. Make sure you’re active on at least one social media platform (Facebook, Instagram, Twitter, etc.).
• Invest in online chat for your website: A 2016 ATG global consumer trend study found that 90% of customers consider live chat helpful and will go to that before calling.
• Respond to feedback fast: If someone leaves you a voicemail or a Facebook message, answer as soon as possible — immediately if you can. Show customers that you care. Don’t give them time to call someone else.
• Train your staff: It can be stressful to take feedback, especially since it’s often negative. Equip your staff to handle complaints with ease and courtesy and to respond quickly to questions or issues. Consider a handbook with frequently asked questions. Don’t skimp on training.

PUTTING IT TO WORK

Once you have that customer connection, give your crew the tools to make jobs easy and efficient — for themselves and customers.

You’ll find many of the tools available in our Product Focus and The Latest: Products features in this issue. Flip through those pages and make a note of what your crews could use to help them finish those jobs quickly and accurately. 

It could be as simple as a new state-of-the-art vacuum excavation trailer that makes the crews happy and the jobs go smoothly. 

YOUR WORK

Speaking of jobs, I’d like to hear about the jobs you are tackling. Have you faced a challenging work site or handled a tough job? Tell me about it. Call me at 715-350-8436 or email me at editor@digdifferent.com.

Enjoy this issue!