Even with the best of intentions, sending over an email and invoice at the end of a job may not make the impact it needs to. It takes more to really connect with a customer on their level. That’s why the Mr. Electric of Huntsville, Chattanooga, and Birmingham team uses XOi — to keep their eyes on the job and on the customer.
Video Transcript:
I can’t be at every job all the time, so as far as helping me the technicians are able to document a lot of stuff keep it on XOi and I’m able to visit jobs without actually having to go on site.
I have technicians have questions about jobs, or I have customers that will call in asking questions about quotes and there’s different ways again that I can get my eyes on the job with all the documentation through XOi.
Pictures are one thing, but when you can actually put up to a job you can put it to a category. You can put it to pass/fail — all kinds of things. It it makes it way more trackable and searchable for us, rather than just a regular picture stash somewhere.
Emails are great for communication, but just becomes another one of those things. They start piling up, and you just don’t click on them. Even the invoice—which they spent thousands of dollars for us to do work at their house—they don’t actually click on those buttons. But, if you send them a text, they’ll click on it right away.
We have used new technology in the past and it didn’t work out, and it caused a huge headache for way too long. But, you got to keep an open mind and the moment you start trying it, especially with a great customer service that XOi has—where we can reach out and they’ll answer questions almost instantly, and can make changes quickly, that kind of thing made it to where it’s not intimidating for a company anymore. Takes a lot of the risk out of it. It’s it’s almost all reward. When you have customer service like that, so once we’ve seen that, it became, “hey we’re we’re good. Let’s make this work and move forward.”
