In this uncertain time, following the CDC suggestions when providing service isn’t just a box to check—it’s a promise of safety and trust to the FormLink family. In order to lessen risk, protect employees, and support customers, FormLink recommits itself to the highest standard of service.
As a fire inspection and tracking software company, FormLink began with the subscriber in mind. Our software is tailored to provide ease, clarity, and security to customers. In these unprecedented times, we now have the opportunity to only further support our customers. The goal more than ever is to take the onus of safety off the clients’ shoulders—their worry ends when they make the call to FormLink. To that end, here are additional steps when considering how to best serve customers.
In order to mitigate risk, we should all reduce meetings and travel when advisable. Reassure customers through digital means rather than onsite or in person. The virus itself doesn’t travel—people travel and carry the virus. Serving customers while staying home and safe is our primary objective. Fortunately, FormLink’s digital record keeping and ability to track and provide data instantly from anywhere is exactly the forward thinking that keeps business moving as usual.
The Fire and Life Safety industry is very hands on and employees should be cognizant of activities that were once routine—beginning with the formerly standard handshake. Use non-contact methods for greeting, and wash hands when employees arrive as well as frequently throughout the day. Avoid any face touching and remind others to do the same. Disinfect surfaces almost obsessively—doorknobs, handrails, desks, and frequently used equipment. Furthermore, ensure employees have appropriate personal protective equipment (PPE) and disinfectant wipes. Any equipment that travels with the employee and/ or is used onsite should be disinfected per CDC guidelines.
When it comes to the FormLink brand and our promise to serve customers, it cannot be forgotten that the company is only as strong as the employees. No one is exempt from this time of change, and it serves us well to apply as much flexibility as possible when dealing with people. Encourage employees to stay home when feeling ill or running a fever. Brainstorm creative solutions when it comes to employees who are working through childcare issues. By looking out for the best interest of employees, the company is able to keep morale and service expectations high despite these unsettling times.
Finally, make your customer aware of the steps being taken to ensure safety and deliver the same high-quality service and products that have become synonymous with FormLink Systems. Harvard Business Review notes, “When customers are separated from the work that’s being done behind the scenes to serve them, they appreciate the service less and then they value the service less.” Your customers should be kept abreast of the changes that are being made in order to preserve the integrity of the company as well as their safety. While these are uncertain and trying times, FormLink will continue to provide steadfast software and service. 1
1- Buell, Ryan, “Make Customers Happier with Operational Transparency”, Harvard Business Review, https://hbr.org/podcast/2019/03/make-customers-happier-with-operational-transparency