With the rush to book as many jobs as possible, it meant answering phones, responding to emails, posting letters, writing texts, or even sending faxes (remember those?) all in a single day’s work.
How did you ever have time for it all?
Of course, times changed. Booking jobs, and job management have changed too.
As fantastic as job management software continues to be, it’s encouraging to know that progress hasn’t stopped there. In more recent years, the tools you’re using are helping your staff work better and can empower customers to help you, too.
The collective goal should be for everyone to embrace a calmer pace of work and no matter whether you’re the business doing the job, or the customer requesting one, we can all agree that arranging a job should be easy, right?
Of course, it makes sense that even if organising work gets easier, you also want to keep busy. That “calmer pace” isn’t about being lazy, it’s about using tools and technology to help everyone work more efficiently.
More than ever, our focus is shifting as we value our time and decide how to invest it wisely. Your time—and that of customers—is just as valuable as any other budget metric.
With that in mind, join us below, and we’ll tell you more about how you can streamline your job management strategy, win more work, and give customers the convenience they’ve come to expect.
What’s stopping us from booking jobs?
The question, then, of how you can fit more jobs in your day, can be answered if we highlight the problem areas that may well be holding you back at the moment:
Too many bookings
More often than not, you may find issues arise when it comes to handling volume and trying to get through organising all the job requests you have, quickly. It can be difficult to do this well if the system you have in place isn’t designed to help your team to work quickly and give each job the attention it needs.
It’s especially tricky when you throw in that you’ll probably have to handle the odd emergency appointment, too, meaning that your workforce can be spread thin, and attention needed elsewhere.
Working with estate agents and large volume customers
If you’re working with estate agents or other large properties—perhaps being contracted for electrical repairs, or boiler and heating maintenance—there could be hundreds, or even thousands, of properties your team is expected to help manage.
The problems here come from the wide variety of jobs that you’ll be requested for, but especially arranging regular service checks.
Organising those jobs takes time and requires a lot of communication back and forth between your company, your client, and their customers/tenants: it can all become complex and easy to cross wires.
Inevitably, when there’s so much data to organise and keep track of, even when you’re using a database, delays will occur and mistakes will be made, especially when it comes to taking bookings and scheduling diaries for your engineers. A major issue, then, is communication.
Can I get the customer to book themselves in?
Booking jobs doesn’t have to be complicated. To solve this problem, you don’t necessarily have to hire more staff (that can come later) but it can instead be achieved by making sure you’re making use of the digital tools that will empower your staff and your customers, alike.
Mostly, these tools exist with an emphasis on saving time (particularly when it comes to avoiding the tedium of admin as well!)
What can help is when you can get customers to help with requests that come directly from the end-user (i.e. the tenant). After all, the want for convenience works both ways, and the same desire to save time and take control of a task is something more people desire, especially if you’re fixing problems in their homes.
These days, people expectthe way they interact with all sorts of businesses to be easy and with tools like a booking portal, a customer database, not to mention a customer portal, your clients can work with you in a much more streamlined way, even going so far as to eliminate (or significantly reduce) certain tasks.
Whether you’re an engineer in the field, an office worker at home, or even the company director, you’re using software to do more work, faster, and with a great deal less stress because the system you’re using supports quick, accurate data entry that can be shared easily. It also benefits from direct customer input, rather than info liaised back and forth.
A reduction in phone calls and drafting fewer emails might seem simple, but you’ll already have an idea of how much time these tasks take up, and the prospect of having fewer might just put a smile on your face!
How can I make online booking faster for customers?
So, when it comes to booking jobs you can speed things up for customers by sending them an automated email/sms with an online booking portal that grants them access to make requests for appointments, specific to them.
That means that instead of sifting through hundreds of data files, your software can easily find the right occupant, with all the necessary information related to them, and book a job against their name. That removes the need to have to contact your customer and liaise back and forth about a specific address (or multiple addresses) because you’ve already got that information.
It’s efficient, works well for the customer (who won’t want to dilly-dally themselves), and gives them the power to make a booking at their convenience, all without inconveniencing your team, whose time is best spent organising the details around the job, so it’s more likely to go well.
Why do customers want to book themselves in?
When booking jobs is made easy, it enables your business to solve problems faster and prevent points of frustration that your customers experience. The benefits of direct online booking are many:
Customers don’t want to talk on the phone
These days, many of us prefer to book an appointment, request information, or confirm details online, rather than face-to-face or over the phone, and with automation tools taking away the tedium of data entry and streamlining the way we communicate, there’s no reason not to provide these solutions to the customers who want them.
Customers want convenience and 24/7 service availability
If removing hassle – particularly when it comes to arranging appointments – sounds good to you, then you’re moving in the right direction. Thanks to reliable automation tools streamlining a whole lot of the admin process, rather than filling in repetitive forms and information, your software can make it easy for everyone to save.
That way, everyone stands to benefit from:
the delivery of world-class customer journeys
Ensuring you can attain the all-important work-life balance is becoming a primary goal for all sorts of individuals, and one I’m sure we can all get behind.
Even for the workaholics amongst us, it may be music to your ears that you can fit more tasks into the day, but avoid the worry of working out of hours.
That means you can spend more time with your significant other, the kids, or your pet goldfish: Gregory (…what? Gregory is a great name for a goldfish!)
At any rate, however, you choose to spend that extra time, the takeaway is that you canwin back more time andrest easy knowing that you’re booking plenty of work and getting it done efficiently.
If you’re eager to move beyond the basics, make use of even smarter tools, and transform your job booking process, we’ve got a great infographic to help inspire that change.
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Hi! I'm Rhys Pattimore
I'm eager to share great stories, advice, and tips that can help inspire and motivate field service businesses to find success. It's that, or I'm hunting down the best bagel recipe I can get my hands on!