Five Ways to Ensure You Receive Quality Customer Support
Customer service. Those two words are enough to make most people cringe. The state of customer service and support seems to have been on a steady decline over the past 20 years. Gone are the days of speaking to a real human on the phone or getting hand-signed letters in the mail. Today, we communicate with automated phone queues and online chatbots. Where have all the real people gone?!
When you are making an investment in something as large as a mobile medical vehicle, how can you ensure you’ll receive high-quality service and support after you make a purchase? We’ve compiled a short list of things to consider and questions to ask—both yourself and the vehicle manufacturer—prior to purchasing a mobile medical vehicle.
1. Ask questions up front. You have questions and they (should) have answers. Make a list of all the questions you have regarding the vehicle, design options, training, delivery logistics and post-sale service and support options. And remember—no question is a silly question. If your consultant makes you feel like you’re asking frivolous questions or brushes your inquiries off without providing a detailed response, WALK AWAY. Don’t choose to work with a company who will simply sell you a vehicle and disappear.
2. Make sure there’s a service department. This one seems like a no-brainer, but you’d be surprised by how many specialty vehicle manufacturers don’t have full-time, dedicated service employees. It’s important to ensure there’s someone available to help you navigate the operation of your vehicle if and when you need it. The relationship doesn’t end after the vehicle is delivered, so be sure you know who to contact to get the help you need so you can keep your vehicle up and running at optimal performance.
3. Investigate responsiveness. Here’s your chance to be the super sleuth you always wanted to be! Put in a call to the service department before you complete your purchase. How long are you sitting on hold? Do you speak to a real person? If you leave a message, is it returned in a timely manner? Knowing the answers to these questions ahead of time will not only prepare you for the potential pitfalls you may encounter, but can assist in vetting possible manufacturers.
4. Learn about ongoing training opportunities. Will the employees operating your vehicle today be with your company forever? Likely, your answer to this question is “no.” For that reason, it’s important to employ a manufacturer that will offer operational training for subsequent drivers as staffing situations change over the years.
5. Get references. When you hire new employees, you request references. Hiring a mobile medical vehicle manufacturer should be no different! Request multiple references—name, email address and phone number—or research previous customers and reach out to ask about their experience with the company. This process may be time-consuming but in the end, you’ll be thankful you did your research!