Opportunities
What can we improve?
Consider the opportunity for lead generation at checkout (installing service options could automatically show on cashier’s desktop based on what customer bought) and/or provide information about ProReferral.com on the receipt.
Don’t expect every Associate to submit leads; however, all Associates should be
expected to know how to submit leads.
Provide some alternative for customers who don’t want to wait in line for Pro Desk and/or Service Desk associates (iPad for Customers, Kiosk, Chatbot, etc.)
Ask associates in Aisles to send Customers to Pro Desk only in the evenings and weekends, other times to Specialty Desk, Service Desk, or to the alternative solution
(iPad for Customers, Kiosk, Chatbot, etc.)
Provide the opportunity for the customer to choose the time frame within which they prefer to be called by the Pro after submitting the lead.
Provide an update for the Associate if the lead they generated was successful (Pros contacted Customer and Customer chose one of them to do the work). This might boost Associates motivation to generate more leads in the future.
Improve usability of Service Connect and Pro Referral for Associates. Make the interface easy to learn and use at both Smartphone and Desktop (also those with touch screen in Paint Desks), improve search and browse functions.