If you are a service provider then there is need for you to know how clients look for services. Knowing these methods will enable you to apply them in your business and attract more clients.
Referrals. Research showed that 85 per cent of buyers used referrals to locate service providers. This is a significant percentage of buyers that use referrals to identify and learn about their chosen provider. Given this information, service firms should dedicate more time and investment to the development and execution of referral programs.
Brand awareness driven by content. The second most common way for buyers to identify and learn about their service provider comes from content marketing. From blog posts and podcasts, to website descriptions and webinars, there’s an endless number of options for the types of content available. We did, however, ask respondents what content was the most influential and found case studies and white papers at the top of the list.
Nowadays more and more services providers are sought online. Outsourcing is the new face of service providers. This however is only for those who have proven that they can deliver good quality. There are questions that clients ask to evaluate if a service provider is up to the task or not.
Do you have a proven track record of service commitment?
The best way to evaluate a prospective service provider is to examine their service track record from multiple perspectives. Find out about their customer service and get to know if their service has followed an upward trajectory. Ask the provider’s existing customers if they were happy with the service provided. Be sure to ask the vendor if they offer help desk support after the completion of the project. You must also find out if the provider’s SLA (Service Level Agreement) is backed by financial guarantees and follows customer service standards and operational metrics.
How do you plan to manage my account?
Finding out how your business account will be managed is a critical aspect of the outsourcing project. Ask the service provider if they follow a clearly defined account management process. Find out if a dedicated individual will be handling your day–to–day functions and how frequently you would need to interact with that person. Ask the vendor if you can meet your future account manager and other staff before the onset of the outsourcing project.
Researchers have been battling with the issue of how to measure the quality of a service. Currently all over the world there are five dimensions that are used to measure service quality regardless of the industry.
Service Quality Measurements
- Tangibles: appearance of physical facilities, equipment, personnel, and communication materials;
- Reliability: ability to perform the promised service dependably and accurately;
- Responsiveness: willingness to help customers and provide prompt service;
- Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; and
- Empathy: the caring, individualized attention the firm provides its customers.