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Hofer Group Service Excellence – A new quality characteristic for wellness and the climate
The Hofer Group, a family company from St. Christina, is taking innovative roads in service quality. Not only will the customers of Hofer Group swimming pool and wellness facilities profit from this, but also everyone who requires special services in swimming pools and wellness. A service certificate is being planned for 2011.
Service with a quality seal
“Those who place emphasis on continuously improving service will beat the competition over the long term!” Eugen Hofer, managing director at Hofer Group, is convinced of this. This is why he created a service pool with several specialised employees to expand the company’s services relevant to quality.
Friendly, competent, experienced
Following this motto, two trained technicians are available 6 days a week at the company’s headquarters in St. Christina to answer the widest variety of service queries. An accurately maintained databank with all the technically-relevant facility information regarding technology, equipment, operating mode and function makes it possible to take care of a wide varies of service tasks following the technician’s indications. Should the services of the technician team be required to solve a tricky problem on-site, then there are seven service technicians with many years of experience and state-of-the-art training ready to handle the work with well-equipped service vehicles. Controls, pumps and system components requiring maintenance are checked at our own service workshop and optimised for operation.
Service quality for all involved
Service quality is a striking argument for small and complex systems in swimming pool, wellness and the entire energy sector. It isn’t enough to install products which may offer a good cost-benefit relationship at first glance. When customers experience a problem, they want immediate, uncomplicated and competent help. Service Excellence from the Hofer Group has written this into the company’s guidelines as a clear objective. With anonymous providers or companies with an untrained or ad hoc service team, these weaknesses become blatantly clear.
Service Excellence : quick, fair, with common sense
Service Excellence means having prepared measures to facilitate flexible and quick intervention. Hofer Group’s Service Excellence includes, among other things:
- Customer service over the telephone with short reaction times
- Service contracts tailored to customer facilities and technologies (currently with 700 operations a year)
- Operations prepared daily with material preparation
- Emergency service for urgent cases on weekends and holidays
- Transparent prices and cost precision
- Replacement parts always in stock for all equipment and technical components
- All consumable products (e.g. aromas, oils, water treatment materials) are always ready for delivery
- Available around the clock – our service never closes!
With these persuading criteria, customers, and everyone else, can immediately see that there are professionals at work here who interpret service as their responsibility and their duty. In order to make these criteria transparent for service technicians and in every situation, there is a catalogue at Hofer Group which defines quality standards for service applicable not only to service staff, but also to managers.
Service quality for customer sensitivities
Eugen Hofer knows that “customers want to feel totally accepted.” Customers don’t want to get lost in the anonymity of “service numbers” or go though laborious service procedures. Customers have to feel assured that their problem is being solved.
Hofer Group, innovative throughout all areas
The Hofer Group is working on this quality seal for service competence. Customer surveys and audits with neutral testers will elicit continuous potential improvement and optimisation. This means that service quality won’t just be a soft skill for marketing, but rather a conviction and obligation from which not only Hofer Group customers will profit, but rather everyone looking for preferential and quick handling of their problem.
Service quality is a management issue
This family-run company, rich in tradition, is once again showing its innovativeness with this initiative to implement service quality into its operative business. According to a study, more than three-fourths of consumers have concrete ideas about service quality; the personal experience with a company plays the largest role in future purchase decisions. According to one study with 1,000 consumers, good service is so important that all were willing to pay approximately seven percent more for high quality service. Companies looking to have satisfied customers and win new customers with optimal service have to see service quality as a management issue. At Hofer Group in St. Christina, Val Gardena, we have done just that and are starting the new year with Service Excellence. More information is available at www.hofergroup.it.
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