PRIORITIES What’s yours?

[RS]

Hi chaps, me again with yet another question. I was thinking back to the good old days and how I used to prioritise service calls, for example someone with a washer stuck full of clothes would get top priority on my list even to the point of going out on an evening, another priority was the little old ladies to whom it was pointless trying to advise over the phone and I could list others but what I would like to know is if any of you prioritise your calls and on what basis.

Richard Scanlon Snr

[kwatt]

Customer needs/value of the call.

In effect I take account of the customer’s need for the appliance and also the value of the call to me. The higher the need the higher it goes, but the value of the call also factors into that.

In the end we’re all mercenary and the highest bidder gets the best attention.

K.

[Martin]

kwatt wrote:In the end we’re all mercenary and the highest bidder gets the best attention.

Well I’m not running a mercenary type business, on the other I’m not running a charity either. My business is built on fixed rates, up front with my customer type protacol and first come first served every time.

I think it is wrong to prioritise calls and all my customers will be served within a very fast time period nevertheless. They all pay the same charges whether it’s some daft so and so thats broken the door handle or the little old lady confused as to how to switch it on, all in strict rotation.

Martin

[kwatt]

Sorry, I may not have been clear.

I work on the same principal and I will not move a call once it’s been booked, full stop, irrespective of the value of the call or the customer and yes, it is a case of first come first served.

Unlike you though I have a stack of faxes/emails with calls to book on them and I do prioritise them according to value (defining that is another matter) and they get dealt with accordingly.

Funnily enough a certain manufacturer we all know and love wanted me to shunt calls today to accomodate one customer and even offered a double fee to do it (zowee) but the customer is still booked on for Monday. Why should people who have been waiting suffer on a “who shouts loudest” basis?

K.

[admin]

Re: PRIORITIES What’s yours?

With us ..its first come first served into the areas we are working that day. We cover the whole area on a 2 day basis with the extremes on 3 day. As we have loads of work and are usually booking two days in advance for the majority and filling gaps for the minority, it all works for us. No need to prioritise further than that.

As we have been recognised with awards for our service, it seems to work for us.

Kevin

[Author]

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