Overview: What’s the one thing in the services industry that you as a manager hate to see the most? When job requests come in and aren’t immediately followed up on or go unclaimed by your service workers. Is there anything more frustrating? A potential customer is asking for your business and you’re unable to deliver. Simply yelling at your service provider network won’t fix this sluggish behavior, but rather the solution is to drive a sense of “urgency” across your teams.
Benefits: The benefits of shifting a behavioral culture from “sluggish” to “urgency” are vast. You reward your most dedicated workers, improve the customer experience and increase efficiency. So if you’re looking for a better way to assign jobs to service workers, how might you go about implementing such a shift in behavior? There are a few ways, which include:
Send an offer to a group of service workers: If you have a new job come in for a customer that needs their washing machine fixed, one way to boost engagement amongst your service professionals is to offer the job to numerous people and making it a bit more of a competition. In addition, by sending job offers to multiple workers, you increase the potential for a job to be claimed quickly.
Response time: As a job assigning manager, sometimes you just want to know who wants the job the most; or who has the time and can act now. By offering a job and assigning it based on response time, you ensure that your most motivated workers are assigned to specific jobs. Of course from a quality control standpoint, you’ll need to ensure that even though someone claimed a job first, they are qualified for the job.
Expiring offers: When do people want something the most? When they realize they can’t have it. With expiring offers, you can increase “urgency” with countdowns and timeline expiration dates. This way, workers will know that if they don’t claim that today, it won’t be around tomorrow. The concern of lost revenue in real-time is one of the best ways to ensure jobs don’t go unworked.
First pick: Awarding your best performing service provider is a great way to encourage others to adhere to company culture. If you have multiple jobs and multiple workers, why not let your best performer select the job that he/she wants first, and treat job assignment like the NBA draft? It provides both an engaging and rewarding way for professionals to stay energized.
Takeaways: The end goal as a job assignment manager is to assign as many jobs as possible, ensure they are completed on time and keep customer satisfaction rates high. By infusing your workforce with performance-based rewards and a “gameification” culture of sorts, you’ll be well positioned to provide your customers with the best experience possible. Interested? To learn more, visit Dispatch and/or book a time for us to chat about how your business can benefit from improved job offers.