What does it mean to get” Satisfaction Guarantee”?

 During the sales process all the salesman say is that their service department is best, we guarantee 4-hour response time, we monitor the copier so that when it goes down we show up. Well I have been doing this a long time as a sales rep / Manager and I have never had a tech show up and tell me your copiers down and I’m here to service it. Then we are stuck with the service team because you never see your sales man again. Now let’s all be honest a copier is a copier they all do the same things with in area. They copy, print, scan, and Fax the same its truly a matter of opinion and preference which brand you like.

So now that we are on a level playing field it’s the service, billing, meter collection, and dispatch departments that keep the clients happy and renewing their contracts (So why do we have sales people).  Always the unseen and often unnoticed are the ones that keep us afloat. I was given a folder with all the awards and guarantees from my vendor, but I don’t know what that means?

 Well thanks to the Konica Minolta, they have set up a system to tracking their dealers and how they rate in all off the following categories:

The Pro Tech Standard.

              1: Technical Expertise: Are service tech factory trained on all copiers large, small and production.

               2: Inventory Control: Is there ample toner, drums, and other consumables that will make every service call a successful one.

                3: Dispatch System: Does the system/software track the tech can he be reached, will the system let the customer know ETA’s. Can he see his calls so that he can prepare for the call?

                4: Management Skills: Does the company run smooth few to zero hiccups. When there is a misunderstanding management attends your needs fully updated and ready to resolve.

All that leads to Customer Satisfaction!! PRO TECH AWARD 2018