The role of a lifting equipment inspector can sometimes feel more like a circus plate spinning act than a critical health and safety role. Balancing both regulatory requirements and customer expectations without the right processes and support in place can put teams under strain and risks failing to consistently meet the highest inspection standards.
The role of a lifting equipment inspector can sometimes feel more like a circus plate spinning act than a critical health and safety role.
Balancing both regulatory requirements and customer expectations without the right processes and support in place can put teams under strain and risks failing to consistently meet the highest inspection standards.
Here are our five top tips for delivering outstanding customer service every time:
1. Seamless flow of data
Whether you are still reliant on spreadsheets and individual documents or have migrated to an integrated digital solution, having the right processes in place is vital.
When deadlines are tight and data is complex, the risk for human error can be high. That’s why having the right system in place is key to avoiding any discrepancies or ambiguities in capturing, sharing or analysing the data.
2. Become your customer’s trusted partner
Clients are quite rightly becoming increasingly demanding. It’s no longer enough to turn up just to carry out an inspection. Successful firms are building pools of loyal customers by positioning themselves as the trusted inspection partner.
That means providing support throughout the lifecycle of an inspection programme. Simple things can make an important difference to a customer such as scheduling alerts when inspections are due and sharing compliance tips and insights.
3. Tailored forms and latest technology data capture
All too often inspectors are faced with having to try and shoehorn their inspections into one-size fits all reporting forms and templates because it’s too cumbersome to have to tailor them for each client.
New software packages and apps are now giving inspectors much greater control and flexibility over their reporting tools, allowing them to tailor each report for their needs, use tablets and smart phones to complete their inspections and send real-time data back to their teams for analysis.
4. Customer friendly reports
There’s nothing more frustrating to a customer than being presented with a report full of facts and figures that takes them half the morning to interpret. Presenting your inspection findings in a visually engaging way that is easy for the customer to understand will build trust and generate repeat business.
5. Fast turnaround
Innovative technology is transforming how we live and work. It also means that when five years ago customers were happy to wait a month for their inspection report to be ready, now they want it in days. Companies that fail to keep up with shrinking timescales will see their customers go elsewhere.
While the appropriate legislative process remain largely unchanged, the customer’s experience and expectations have significantly evolved. Inspection firms need to keep up with that rate of change or risk being left behind.
Motion would be delighted to show you how Kinetic, the next generation of inspection software could help in a fast changing and technology driven marketplace.