Like any service company, it is critical for the longevity of the company to create a reputation of providing outstanding customer service. Although at times it may feel you have done everything possible to provide outstanding customer service, yet, somehow still fall short of offering a truly memorable experience when providing snow removal services. So how can you deliver above and beyond what customers expect?
During our tenure in the winter management industry, Snow Queen has built a reputation for delivering exceptional snow removal services to Vancouver. It has become our mission to not only ensure our customers have a positive experience when doing business with a snow removal provider, but successfully elevate other snow removal companies in Vancouver to conduct their customer service practices in a professional, and integral manner that will raise the bar industry-wide.
After years of providing snow removal and ice management services to Vancouver, we have refined our customer strategy, we’ve discovered that providing remarkable service is simply a three-step process: Answer calls and emails during significant weather events, show up on contracted properties, every time, and always perform quality control using our proven quality guidelines.
Let’s dive into each one of these steps further to see why they continue to set Snow Queen as a snow removal provider.
Communication
We believe to build a reputation of outstanding service starts with a clear line of communication between customers, and service provider. To do this, you must respond to customer calls and emails as quickly as possible, especially during active snowfalls. A professional snow removal provider will have a dedicated customer support team, to prioritize customer communications, and make sure that no customer is ignored. Every winter service company also has to acknowledge that snowstorms can create anxiety for snow removal customers, and the best way to ensure peace of mind is simply to have staff answer the phone.
An Industry ripe with overpromise
Unfortunately for customers, the snow removal industry is ripe with companies over-promising, and under-delivering. Providers that maintain snow removal services in Vancouver, run the risk of overburdening themselves by taking on too many contracts without having adequate resources, to balance out the high cost of running a snow removal business in a region that has unpredictable winter weather patterns. When a winter service provider overburdens themselves, the result is the customer ends up getting ghosted, and being left at risk of a slip & fall.
The second pillar of our customer service, and snow removal strategy is to under-promise, and over-deliver. As a professional, and reputable snow removal provider, Snow Queen has strict service capacity guidelines that ensure we have the resources required to provide services in a timely manner that keeps our customers out of liability. If a snow plow arrives late or does not arrive at all, it not only negatively affects the experience for the customer, but it puts the customer and the snow removal provider into liability.
Quality Control
The third pillar of delivering exceptional service is quality control. Quality control is crucial, for not only providing a positive customer experience but making sure the customers property is tidy and winter-related risks are mitigated.
Routine quality control inspections highlight any issues immediately upon completion of snow clearing services. These inspections include sending photos or videos back to operations, along with a report. For liability purposes, a snow removal provider should conduct routine QC inspections on its properties, but also ensure that snow removal crews are performing tasks to quality standards.
Core Fundamentals
These core fundamentals have elevated customer satisfaction levels exponentially for Snow Queen.
Our winter management services are focused on delivering exceptional service, and creating a remarkable customer experience; If you’re ready to elevate your snow removal game plan, give us a call today at 604-359-8895 or contact us online.