So you have an order to pick up some junk. How do you make sure you complete the job quickly and in a way your customer feels moved enough to leave you a 5-star rating?
Making sure you offer reliable, helpful, and efficient service is key to being successful on the LoadUp platform, and in business overall.
We’ve made this handy guide so you can always bring your customer service A-game, and refer to it when you need a refresh on ways to deliver excellent customer service.
How to Get a 5-star Rating:
**Click to auto scroll by section
What is ‘Good’ Customer Service?
Good customer service is considered polite, effective and timely assistance to people using a business, product, or service.
Every business representative, especially Loaders, are responsible for making sure our customers have a memorable, positive experience by satisfying their needs without stress.
Our customers want to get rid of unwanted items. But what they need is a convenient and problem-free solution to creating a comfortable space.
Questions you should know the answer to satisfy their needs:
- When will my team be arriving? Keep the customer in the loop by updating your ETA through the Driver app.
- Where am I planning on taking the items? If asked, let them know that you strive to take as much as you can for recycling, donation and other safe disposal methods.
- What can I do to make removing this item quick and easy? Upon arrival, let the customer know you and your team will be taking care of the entire removal process.
10 Best Practices to Get a 5-Star Rating
Consider every interaction a chance to ensure they book another pickup in your area. A positive relationship with a customer is almost a bullet-proof way to secure they come back to use LoadUp again, and even spread the word of how amazing and helpful your service was.
The following are a few great ways to seal the deal on great customer relationships.
1. Be friendly
Show that you care about their needs and are happy to help them out with your junk. You don’t have to ask them how their day is going, a simple smile is enough.
Remember, they are welcoming a stranger into their home. Put them at ease that you’re not some weirdo by looking them in the eye when talking and showing positive body language.
Feel awkward? Imagine you’re helping your mom, grandma, or uncle get their life together. You most likely have an easy-going relationship. Focus on that and you’re simply helping someone out.
2. Respond quickly
Stay on top of your messages, phone calls and email. The sooner you can respond to customers and dispatch, the better your relationship with customers and LoadUp will be.
3. Understand LoadUp’s services
Customers see you as a part of LoadUp and may ask you about our service. Familiarizing yourself with some essential parts can help you answer their questions as best as you can.
Here are a few pages that can help you get to know LoadUp:
4. Listen to customers
They might have requests that vary from customer to customer. Please, if the customer asks you to, wear a mask, take off your shoes before entering, be careful moving around items, etc.
Again, excellent customer service is providing polite services that satisfy their needs. Do your best to satisfy them and you’ll be golden!
Show them that you’re listening by using phrases like:
- “Do you mean…?”
- “It sounds like…”
- “Let me make sure I’ve got this right…”
5. Be polite
A few phrases that will take you almost the whole way:
- “Thank you.”
- “Excuse me.”
- “I’ll be out of your way soon.”
- “I’m afraid I can’t, but I can…”
- “You’re welcome / My pleasure.”
- “Good morning/afternoon/evening…”
6. Ask them to leave you a review
If you know you provided excellent service, let them know about the email invitation they’ll receive with links to leave a review. Don’t miss out on the chance to receive that bonus!
7. Keep your promises
Besides arriving within the agreed-upon time window, if you tell the customer you’re going to move something but promise to do it carefully, please do so.
However, if an accident happens or life got in the way and made you break a promise, offer something to make up for the broken promise, if you can, to help rebuild customer trust.
8. Have a positive attitude
Being positive inside and out helps to avoid slamming furniture around or accidentally bumping into items out of frantic frustration.
9. Creatively problem-solve
Before diving into any task, assess your surroundings and what tools you have to work with before getting started. The most obvious first solution isn’t always the best answer.
Always consider if there’s a better way to get the item out. Perhaps a little disassembly would go a long way. Or flipping a couch a certain way will help it slide out of a room without denting door frames.
10. Be proactively helpful
Last, but certainly not least, see if there’s anything else you can do to make their lives easier. Once you’ve loaded the item into your vehicle, look around and make sure you’re leaving the place better than you found it. A lot of times, this is what seals the deal to that 5-star rating.
How to Properly Deal with Impatient Customers
When you’re faced with a difficult customer, your job isn’t to offer them solutions but to make them feel heard, valued and help them to a next step.
Steps for dealing with upset customers:
- Find your patience and stay calm.
- Don’t take what they say personally.
- Express sympathy for their inconvenience.
- Pay attention and practice active listening.
- Do your best to provide a positive experience.
- Politely offer our Customer Service phone number.
- Give yourself a moment alone for your peace of mind.
⚠️ Important: Don’t worry, all is not lost. Upset customers are a great opportunity to go above and beyond — it’s never too late to turn the ship around to receive that 5-star rating.
