Ever-growing demand and new expectations arising as technology progresses is nothing new, especially in the elevator service industry. Keeping up with customer demands and staying ahead of the competition carries more weight than just maintaining your company’s good reputation. Here are a few significant challenges companies are facing and how to overcome them in order to thrive in the elevator industry.
Violations & Fines
Each year, elevator codes and regulations become more and more thorough, making your job to comply with them even more difficult. Requirements set by agencies such as OSHA, The Department of Buildings, ASME, and other organizations are put into place for the sake of keeping passengers safe and keeping things running smoothly. Violating any of these regulations can not only result in substantial fines, but also in potential harm to passengers. Staying safe and free of fines can be done by making sure your staff is aware of all elevator code changes, implementing new requirements quickly, and keeping a close eye on your systems and company as a whole so that you can easily spot anything that may not be up to code.
Staying in contact with field service technicians is essential for running an efficient elevator service company. It’s imperative to know where your technicians are, be able to assign tasks quickly, and keep track of progress and problems that may arise during a job. Having an effective communication system in place not only allows for seamless operations, but also guarantees that all your jobs get done correctly and on time. Although using a team of dedicated dispatchers with top of the line communication systems may not be possible to do in-house, outsourcing your communication to a virtual answering service is an easy way to solve one of your biggest challenges.
Customer Service Expectations
Elevator repairs are rarely something that customers are happy waiting for. In such a demanding business, customers expect expedience with solving every problem. When it comes to calling your business, it isn’t just building owners asking about repairs, either. Dealing with distraught passengers calling from an elevator phone is a major part of your job. When passengers are in a crisis situation, providing quick, simple, calm, sympathetic, and knowledgeable customer service is the most important part of your business. Ensuring that your customers’ calls are as helpful and stress-free as possible should be a top priority for your elevator company.
As distinct as these issues may be from one another, overcoming each one doesn’t have to be its own separate process. The simplest, most cost-effective solution to all of this is partnering with a virtual answering service team like Insta Answer. Our team of dedicated customer service agents and dispatchers specializes in staying up to date with all new and existing elevator regulations, streamlining communications with your field agents, and providing friendly, reassuring customer service to elevator owners and passengers alike.