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Imagine that you are renovating your home and you need windows and doors replacement. You call a local company and their technicians come the same day. Technicians were professional and did their job promptly and precisely. The entire process, from taking the measures to installing new windows and doors, lasted 3 days. You saw the price list on their website and prepared money in advance.

Two weeks later, you noticed that some of the windows needed adjustments – they didn’t fit well enough. You called a company and they promised to send someone as soon as possible. After less than 2 hours, the technician came to your door and fixed everything within 45 minutes. That was completely free of charge. The technician was polite and apologized for the inconvenience. Your windows and doors have been in perfect condition ever since.

This is an example of a positive field service customer experience (CX). The company showed supreme professionalism, provided good service and reacted promptly and politely when the problem occurred. It sounds so simple from the customer’s perspective. But what lies behind this process? From a business owners’ perspective, CX is a puzzle made of many small pieces which can increase customer satisfaction, build loyalty and enhance the growth of your business.

Customer experience can be simply explained as your customers’ opinion/perception about the services you provide them with and their interactions with your business. That opinion is usually based on the entire process – from the very first informational call, to the post-sale support they might need. If you want to grow your business, you are going to need a positive customer experience because these people will become loyal to your brand and they will do free marketing for your company. That is why it is important to leave a positive impression on the people you work for.

A good customer experience can be defined as a convenient process from the beginning to the end. What exactly you should do to achieve that convenience depends on the industry you are in, but there is some general advice that can be applied to all field services. To make informed decisions, you need to be up to date with customers’ feedback – the impressions about each stage of the buyer’s journey matters. Ask and listen to them, and use gathered information later to your advantage – build a more thorough understanding for your customers.