serving the customer · understanding customer perception communicating with the customer dealing...
TRANSCRIPT
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Backflow Testing & RepairServing the Customer
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Understanding Customer Perception
Communicating with the Customer
Dealing with Negative Situations
Why Should We Care
Serving The Customer
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Common Misconceptions
Who’s the Boss?
Customer Perception
Customer Reaction
Backflow 101Things They Don’t Teach in Class…….
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Common Misconceptions
Backflow Testing and Repair is EASY……
Customers are Willing and Eager to Comply.
There is a Backflow Representative at the State Capital.
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Who’s The Boss?
Who Owns the Water?
Who Pays for the Water?
Who’s Vote Counts?
The Customer
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Typical Customer Perception
They Don’t Understand
No Consistency
No Benefit
Pay, Pay, Pay
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Customer Reaction: What Can Happen ?
Compliance Issues Lack of Funding
Legislative Action Mississippi Florida Wyoming Michigan Idaho
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Communicating With The Customer
Who’s Job is it?
Educating The Customer
Explaining What You Do
Never Sacrifice The Truth
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Who’s Job Is It ?
The Water Purveyor ?Or
The Private Contractor ?
Working Together United Front Consistent Message
Does the Customer take Backflow Seriously?
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Educating the Customer
Backflow Bedside Manner
Explain and Demonstrate
Failure is Normal
Repairs are Normal
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Be Ready To Explain What You Do
Elevator Speech
Keep It Simple
Include the Problem it Solves
Include the Protection it Provides
Be Confident
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Never Sacrifice The Truth
Don’t Agree with False Statements
Understand the Customer’s Lack of Knowledge
Be Ready with a Positive Response
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Dealing With Negative Situations
Why is the Customer Upset?
Dealing with the Customer
Expect the Unexpected
Responding to Repair Issues
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Why is the Customer Upset ?
Confused Argumentative Reluctant Not Happy
Distrust of the Industry You Cost Him Money
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Why is the Customer Upset ?
Be Ready; Not Surprised
Expect it
Respond Effectively
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Dealing with the Customer
Listen… First
Don’t Argue
Engage them Professionally
Be Honest
Be Understanding
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Expect The Unexpected
Sometimes Repairs Don’t Follow Your Plan
Relax Concentrate Troubleshoot
Repair and Maintenance is Normal
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Responding to Repair Issues
Application Issues
Don’t Blame the Assembly Don’t Blame the Technician
Physical Issues
Hydraulic Issues
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Physical Application Issues
Dirt and Debris Extreme Use Freeze Damage
Be Ready with Solutions
Preventative Maintenance is Normal
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Hydraulic Application Issues
Pressure Fluctuations Back Pressure Problems Water Hammer
Be Ready with Solutions
Preventative Maintenance is Normal
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Why Should We Care ?
Why Do We Test & Repair?
Is Backflow a Risk?
Change the Perception
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Why Do We Test and Repair ?
“Earn a Wage”
“Make a Profit”
“Protect the Drinking Water”
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Does Backflow Really Pose A Risk ?
Customers See No Risk
Utility Directors See No Risk
Where Are the Bodies?
What Do We Believe?
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Change the Perception
Who ? Contractors and Purveyors
How ? Communication and Education
Why ? Better Compliance, Stronger Programs, More Money, More Support