Thanks to technology, customers today are more demanding than ever. Businesses have become extremely competitive and are constantly finding ways to provide a great customer experience.
In the cell phone repair industry, one example of providing ease to the customer is the mail-in repair facility.
Mail-in repair means providing the option for customers to send in their devices for repair through traditional mail. People who don’t have time to visit your repair store can benefit from this as they don’t have to be physically present at your shop to get their device repaired.
As this provides convenience to customers, by enabling yourself to provide this service, you are able to open doors for more potential customers. But execution is key here! You may provide this service, but it’s a big ‘no’ for customers if you don’t do it right.
So how do you ensure you execute this correctly? Well, worry not! This blog is all about that. Let’s look at 5 common mail-in repair mistakes.
Lack of communication
Communication is the key to success for any business today. Customers want to be involved in the whole process and want you to keep them in the loop. So much so that 94% of customers, according to a survey, say it’s important they know updates related to their purchase.
Mail-In repair typically starts with customers receiving a form that they are required to fill out. This includes all the necessary details, such as the device their sending in, what needs to be fixed, what items will be sent by them, etc. This form should be created with extreme care and should cover all the necessary details required.
A common mistake companies make is not to pay attention to this form. Due to this, they aren’t able to gather all the necessary information, and the customer tends to suffer due to lack of communication. This, in turn, frustrates the customer – exactly what you want to avoid.
Bad packaging, bad reputation
Do you know what’s most important to people today? Their cell phones. People love their cell phones, which is exactly why once you have repaired their phone and it’s ready to be shipped back, you must pack it securely.
Imagine working hard to replace a screen and giving the phone a new life, only for the customer to receive their phone back with a broken screen – again, due to compromised packaging. This is a common mistake cell phone repair owners commit in order to save a few bucks, but in the long term, this results in losing customers and earning a bad name for your company. Always make sure to package the device safely before returning it.
Bonus Tip: A little handwritten thank you note included in the packaging will add a personalized touch to it – something most customers love.
Wrong Diagnosis
Once you accept to repair a device after receiving it, it implies you have completely diagnosed the product and understand what needs to be fixed. A common mistake repair store owners make, as mentioned above, is not paying attention to the initial form. A customized form can help you understand what the customer actually wants to communicate and helps you diagnose the device better. Perhaps a form that contains an option for customers to add images, notes, etc. can help you understand better what’s wrong with the device.
RepairDesk offers completely customizable service request forms. Click here to learn more!
Carefully setting measures to diagnose a product can save you from embarrassment and help you find other potential problems that need fixing. Plus, more repairs equals more money. Win-win.
Not taking customer feedback seriously
They don’t say “customer is king” for nothing. A customer is the one who went through the whole experience and process of the repair. They are the best judge of your services and deserve to be heard.
Any complaints, flaws in the process, ambiguity, or delays a customer informs you about is valuable insight you should definitely take into consideration.
Oftentimes, a customer would experience ghosting by technicians, or their device in the mail would arrive late, and they would complain. Some businesses would see this as a one-off mistake or a rare hiccup and not take action. This is where most businesses fail to retain a customer. Hence as a repair store owner, you should always place high value on customer feedback.
No monitoring of quality control
Oftentimes a technician would repair a device, check the part they have repaired, and would claim it’s now returnable to the customer. Unless proper measures are installed, and multiple technicians thoroughly check the device, the repair job should not be marked as completed.
The general SOP to check a device should be to check the part that’s repaired thoroughly, and then jump on tho checking each and every single part of the device. Just like car technicians. you take your car to them for JUST oil change, and you will see them pin pointing 5 other issues. Not only will this ensure you credibility, customers will also start seeing you as someone who actually cares for their device. This is important because this particular element represents your company and can be a make-or-break factor for customers to return to you in the future or leave. After all, nobody wants to do business with someone that lacks quality.RepairDesk helps you add a pre/post check up repair condition. Learn more about it here!
Conclusion
In conclusion, running a successful mail-in repair service in the cell phone industry requires attention to detail and a focus on customer satisfaction. Avoiding common mistakes can help you provide your customers with a seamless and reliable experience. Remember to prioritize communication by collecting comprehensive information from customers and keeping them updated throughout the repair process. Proper packaging is crucial to ensure devices arrive safely and undamaged.
Accurate diagnosis is essential, and utilizing customized forms can aid in understanding customer concerns and identifying additional repair opportunities. Valuing customer feedback and appropriately addressing complaints or issues is vital for maintaining a positive reputation. Lastly, rigorous quality control measures, including multiple technician checks, are necessary to ensure consistent and high-quality repairs. Avoiding these common mistakes can enhance customer satisfaction, build trust, and establish a strong presence in the mail-in repair industry.
