The massage chair is a complex household appliance. It is an appliance that is likely to malfunction. If you do not want your business to revolve around the aftermarket, you must guide your customers to do simple repairs. Otherwise, you will see a large number of customers rushing towards your store. They will come with tons of complaints, along with a disassembled massage chair.
You must have the ability to guide your customers to troubleshoot. Be it through the instructions of the manual, remote help, or even door-to-door service. You should help customers solve post-purchase massage chair problems.
If you want to go beyond your customer’s expectations and please them, read this article to know how it can be done!
We’ve compiled some top-notch tips that can help you to assist your customers.
Why help your customers to do the initial troubleshooting and repair of massage chairs?
According to HBR, as a business owner or marketer, you should make your customers confident of their choices. If you want them to choose you, you must provide them with the information to help them.
Don’t over exaggerate or brag about yourself. Appreciate your product. Guide them to make minor repairs and handle uncertain situations that may arise with the massage chair.
If you start helping your customers apart from only manual instructions, it can benefit you in uncountable ways. Here are two main reasons why you should help your customers.
- It reduces the frequency of after-sales and reduces employment costs.
- It enhances customer experience and maintains brand image.
1. Reduces the frequency of after-sales and reduces employment costs
Assisting your customers in troubleshooting the massage chair reduces the frequency of after-sales. It also reduces the high employment costs. If the customers can get rid of minor issues by themselves, they won’t rush towards you or worry about them.
This will not only help them but will save their time too.
2. Enhances customer experience and maintains the brand image
Helping customers only leads to one path, and that’s “the path of success and prosperity.” If your customers are satisfied, it means you’ve done your work and made your brand’s way to your customers’ hearts.
Providing them guidance about repairs will improve the customer experience and build trust. It will also enhance your brand’s image and reputation in the market. People will talk about you, and after all, that’s what you need!
How to help customers do the initial troubleshooting and repair of massage chairs?
After the why’s, you should know the how’s. So, there are a couple of steps that need to be followed to help customers do the initial troubleshooting of massage chairs.
You can teach them basic repairs within two steps i.e.
- Confirm the actual cause of the malfunction
- Solve those problems
1. Confirm the actual cause of the malfunction
Before you proceed with the solutions, you need to identify the main issues. Talk to your customers and confirm the actual cause of the malfunction after proper analysis of the malfunction. Two different types of failures may arise in a massage chair and disturb your customers.
- Failures in the structure
- Failures in the function
a. Possible failures in the structure
If we talk of structure, there can be minor failures. These minor structure failures could be:
- Unusual Sound
- Exterior damage
At times, massage chairs may produce unusual sounds on functioning. This can scare the customers. They might think that the chair is damaged or there are some other issues with it. You need to take care of this issue and help them get rid of unusual sounds.
Exterior damage is a critical issue. This may occur due to mishandling of the massage chair. If the problem is not big enough to hurt the customer, it can be repaired. To avoid dangerous exterior issues in a massage chair, you must guide your customers about handling the chair.
According to MacAllister, you must provide continuous maintenance solutions for heavy equipment to improve your ROI.
b. Common failures in function
As there can be some malfunctioning in the structure of a massage chair, there can be some issues in their functioning. Two different types of failures can arise in the functioning of a massage chair.
- The program cannot be executed.
- The program can be executed but face an error.
The program cannot be executed
The first issue that a customer might face in functioning a massage chair is processing the program. If he tries to start any particular program for a massage chair and it can’t be executed, the customer will immediately rush to you and ask for help. He might think that he’s been handed over a damaged piece.
The program can be executed but faces an error
A customer can encounter another issue: the program he tries to start is working, but it faces an error and stops. In this situation, the customer will try to execute the program again, and if again the program stops by facing any issue, he will get in touch with you. It will be your responsibility to guide them about solving this failure.
2. How to solve these problems?
Once you’ve identified the main issue, you should provide suitable solutions. There are many solutions that you can provide to assure customer satisfaction. So, we’ve compiled the three most common ones.
These three solutions are:
- Provide your customers with a professional after-sales team
- Work with engineers to guide repairs.
- Include a troubleshooting guide in the manual
Provide your customers with a professional after-sales team
The first solution will be to provide your customers with a professional after-sales team. Send your after-services team to the customer’s house and guide them about the issue. Clear all the misconceptions from their mind. Your team should provide them with a good solution for the problem once the case is explained.
Work with engineers to guide repairs
As a massage chair seller, you must have engineers in your team. They make necessary recommendations about massage chair improvements and repairs. If your customers need remote support, let them arrange 101 calls with your engineers.
Include a troubleshooting guide in the manual
To avoid all uncertain issues, include a troubleshooting guide in your chair’s manual. In this way, whenever a customer faces a problem, he can use the manual. It will help him understand the troubleshooting process and make minor repairs.
Assist your customers with minor issues!
It is necessary to guide your customers about the troubleshooting process in detail. This helps them in making initial repairs and resolving complex issues by themselves.
Providing guidance and support to your customers enhances your brand’s image. It also builds long-term trust and relationships with the clients. So, if you want to achieve your desires, you need to put your customers first. Also, you should help them through every problematic stage.