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"In some instances I deal directly with the tenant, but in other situations I’ll communicate with the lettings agent or the landlord. This is particularly true when it comes to accessing the property and collecting the keys.
"Both instances provide an excellent opportunity to build a relationship with the customer and market our other products and services to them: I view every interaction as a marketing opportunity, because you never know that your next big customer could be the person you’ve recently spoken to."
David has been a gas-elec engineer for over ten years and has renewed his five-year contract for a second term. As a result, he has built up a strong, loyal customer base that trusts his advice and abilities.
"This type of customer relationship means that I am able to identify problems that have appeared since my last visit, and give advice on other safety issues that they may be concerned about," adds David. "While the core gas-elec business model is about safety inspections and services, customer service is paramount. It could be coming back each year to check the gas meter, the cooker, or the boiler, but it is dealing with the customers that makes the job enjoyable: every day is different and I can honestly say that I still find each day exciting."
According to David, the end of a gas-elec engineer’s day is dependent on work load. "When I get home, the first thing is a quick cup of coffee and then it’s onto the computer in order to input all the data collected throughout the day to ensure that the customers receive their certificates timeously."
This usually takes about 45/60 minutes a day.
"Depending on the time of day, I will ring the office again to update them on how the day went. By this time it’s normally about 6 pm and time to download the work for the following day, a quick scan just to look at what is planned and then that’s it until the following morning."
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