Apple continues to dominate customer satisfaction year after year. Despite strong competition with arguably better phones and superior operating systems, why is Apple always on top?
For one simple reason: Apple knows what people want and gives it to them. Apple has been able to build a loyal customer base who are more than willing to buy new products every year! They put their customer's needs first...plain and simple!
When it comes to the service on your electronic equipment, do you feel as though your needs are being put first in the eyes of your service vendor?
When you buy a service agreement from the equipment manufacturer, you naturally expect to receive high quality service delivered in a timely manner. After a service call is placed, the ball is in their court to meet or exceed the contract terms and conditions of the agreement. If the service vendor is trying to put your needs first, they will:
• Answer calls quickly and courteously.
• Provide the option of speaking to a live service representative.
• Honor guaranteed response times.
• Record information accurately.
• Invoice the service event in a timely and accurate manner.
• Supply you with a detailed service report.
Above all, an organization with great customer service will respect your time, make you feel like a priority, and do everything in its power to make the service event go as smoothly as possible. They will provide easy access to representatives who have the expertise to solve problems, as well as provide a clear plan of action to offer solutions to more complex problems when necessary.
If you considering buying a service agreement for your equipment, you may want to do some research before signing on the dotted line. Depending of the type of equipment you own and the needs of your organization, you may have some options to choose from for the coverage of your equipment. In addition to the Original Equipment Manufacturer (OEM), equipment can oftentimes be serviced and maintained by an Independent Service Organization (ISO). Another option is to consolidate OEM and ISO service contracts at a discounted price under an Equipment Maintenance Management Program (EMMP).
Be wary of long-term contracts that will lock you into using one service vendor for years to come. The price may be appealing at first glance, but long-term contracts often come with some pricy termination clauses baked in. Service organizations can also change over the years. The company you signed the contract with may not be the same three, five, or seven years down the road. Keep your options open. Your needs should be number one. Don't compromise, expect great service, and accept nothing less.
Shelley Schuster is a Business Development Coordinator at Remi, the alternative to manufacturer service contracts and extended warranties. Remi has been helping organizations streamline their equipment maintenance since 1998 by replacing existing manufacturer agreements with one comprehensive program. We put you back in control of your maintenance expenditures and favorably impact your bottom line. To learn more about Remi and the services they provide, visit www.theremigroup.com or call 1-888-451-8916 #1.
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