Why Customers Still Want On-Site Service (And How to Provide It Safely)

The COVID-19 pandemic has dramatically accelerated the shift to digital, remote and contact-free experiences across nearly every industry. From telehealth consultations to virtual home tours, video-based classrooms to curbside pickups, businesses have found creative ways to serve customers safely and efficiently without physical interaction.

However, even in today‘s increasingly virtual world, many people still prefer or require on-site, in-person service for a wide range of offerings. According to a recent study by BrightLocal, 75% of consumers believe that a face-to-face interaction with a service provider is important, even during the pandemic.

So what is it about on-site service that people find so valuable, even in these unprecedented times? And how can businesses provide these essential in-person services while keeping employees and customers safe? Let‘s explore.

The Unique Benefits of On-Site Service

There are several key reasons why customers often prefer or even require on-site service over remote options:

Complex Issue Resolution

For many industries, there‘s simply no substitute for hands-on, in-person support from a skilled service professional. Home appliances, vehicles, specialized equipment, IT infrastructure and many other physical assets frequently develop issues that are difficult or impossible to troubleshoot virtually.

Homeowners can download how-to videos or consult online forums, but to fix a broken dishwasher or diagnose that clunking sound in the furnace, most would much prefer to have an experienced technician take a firsthand look. There‘s just no digital substitute for a professional inspecting, testing and repairing the equipment on-site.

The Personal Touch

Even when remote support may be feasible, many people simply value face-to-face human connection – especially for important, high-stakes interactions. Speaking with a doctor, financial advisor or attorney in-person fosters a personal relationship and level of trust that is difficult to replicate through a screen.

Personalized attention makes the customer feel valued and cared for as an individual. It allows for customized solutions and a "human touch" that stands out in an increasingly impersonal world. In fact, PwC research found that 82% of U.S. consumers want more human interaction in the future, not less.

Convenience Factor

Having a technician or service provider come to them can be a major convenience for the customer. Rather than hauling a broken lawnmower to the repair shop, driving across town for a dentist appointment, or bringing a pet to the vet, the customer can stay home or at work and let the professional come to them.

This is especially vital for those with mobility issues, transportation limitations or jam-packed schedules. According to a HomeAdvisor survey, 68% of U.S. homeowners say that using an on-site home service saves them time, while 49% say it reduces their stress levels.

Consumer Confidence

Seeing a skilled professional work on their issue on-site gives the customer a boost of confidence and peace of mind. A qualified expert has physically assessed the situation and verified that the problem has been properly addressed. They are available to provide customized advice, answer follow-up questions, and offer reassurance.

Compare this to virtual support – even if the problem seems to be resolved, the customer may be left uncertain whether the solution will stick, or wondering if there‘s an underlying issue that wasn‘t identified remotely. The physical presence of a technician helps allay those doubts.

Remote Not an Option

In many cases, remote or virtual service delivery is simply not possible given the nature of the task. Medical procedures, haircuts, plumbing repairs, auto bodywork, air conditioner installation – these and countless other services inherently require physical, hands-on work. No amount of digital tools or video conferencing can get the job done. For these services, on-site, in-person appointments are the only option.

Industries Where On-Site Still Dominates

Now that we‘ve examined some of the key reasons behind consumer preferences for on-site service, let‘s explore some major industries where it remains the dominant model:

Industry	On-Site Services
Home Services	Plumbing, electrical, HVAC, appliance repair, remodeling, landscaping, cleaning, pest control
Automotive	Mechanical repairs, preventive maintenance, detailing, windshield/glass, body work, roadside assistance
Healthcare	Primary care, dental, vision, physical therapy, chiropractic, home health, nursing, medical equipment
Personal Care	Hair styling, skin care, nail care, massage therapy, fitness training
Pets	Veterinary care, grooming, obedience training, dog walking, pet sitting

For businesses in these and related industries, developing safe and effective on-site service capabilities is a competitive imperative, not a nice-to-have. But how do you provide top-notch on-site service while prioritizing health and safety during a pandemic?

Strategies for Safe & Effective On-Site Service

Here are some ways that businesses can navigate the challenges of delivering on-site service in the COVID-19 era and beyond:

Safety-First Mindset

The first priority must be protecting the health and safety of employees and customers. This means developing and consistently implementing clear safety protocols for every in-person interaction. Consider measures like:

• Pre-visit health questionnaires
• Contactless procedures whenever possible
• Personal protective equipment for employees (gloves, masks, sanitizer, etc.)
• Social distancing (staying 6 feet apart)
• Enhanced cleaning and disinfecting of tools, equipment, vehicles and touched surfaces
• Employee health checks (temperature screening, etc.)

Openly communicate the specific steps you‘re taking to ensure everyone‘s safety and well-being. This transparency will help build trust while highlighting your brand‘s commitment to doing the right thing.

Digital + On-Site Hybrid

Aim to combine the power of digital tools with the value of on-site visits in a hybrid service model. For example, leverage an online scheduling system to allow customers to easily book appointments, make payments and complete pre-visit forms electronically. Use virtual collaboration tools like videoconferencing to conduct thorough consultation or troubleshooting prior to dispatching a technician.

After the on-site work is complete, follow-up virtually to verify satisfaction, share visit notes or maintenance recommendations, answer questions, and collect feedback. By thoughtfully interweaving digital and on-site elements throughout the service lifecycle, you can streamline operations while enhancing the customer experience.

Remote Service Where Possible

Given health concerns as well as simple convenience, many people now prefer to avoid in-person interactions if a remote option can get the job done. So scrutinize your service offerings to determine where on-site visits can reasonably be shifted to virtual-first by default.

For example, a technology solution provider may find that the majority of its support requests can be fulfilled via email, live chat or remote desktop access. Adopting a "remote-first" mindset can help minimize unnecessary on-site appointments to essential, hands-on work that absolutely cannot be done virtually.

Over-Communicate With Customers

In these uncertain times, customers‘ patience for poor communication is wearing thin. They expect businesses to proactively provide timely, relevant information at every step of the service process.

Use email, text, phone and web channels to send appointment reminders, technician biographies, service visit itineraries, and post-visit recaps. Clearly convey your safety protocols, service guarantees, payment policies and feedback mechanisms. Address frequently asked questions in your messaging. Make it easy for customers to reach a human to discuss concerns or reschedule if needed. Transparent and responsive communication will set your on-site services apart.

Empower & Value Employees

On-site service workers are quite literally the face of your brand – their actions make or break the customer experience with each visit. Equip technicians and representatives with the training, tools, autonomy and support they need to deliver outstanding on-site service, even in difficult situations.

Foster a culture that values their health and safety and recognizes their vital contributions. Solicit feedback to understand their challenges and needs. Invest in their ongoing education and professional development. Taking care of employees is always important, but it‘s absolutely essential when they‘re putting themselves on the front lines to serve customers in-person during a pandemic.

The On-Site Outlook

While the COVID-19 crisis has intensified the shift to digital channels, it‘s abundantly clear that on-site, face-to-face service delivery remains indispensable across a wide swath of industries. On-site service allows for thorough issue diagnosis, real-time collaboration, personalized attention and tangible reassurance that virtual alternatives struggle to match.

That said, the way companies provide on-site services will likely keep evolving due to shifting customer habits and advancements in technology. For example, artificial intelligence will increasingly be deployed to optimize technician scheduling and routing, and to remotely triage issues before an on-site visit. Augmented reality tools will enable technicians to access remote visual guidance from experts while on the job. Autonomous service bots may handle more basic or routine on-site tasks.

Rather than an all-or-nothing proposition, the future of field service will likely be a mix of virtual and physical elements – with technology enhancing rather than replacing the on-site experience. The businesses that can strike the right balance of digital convenience and personal service in a way that makes sense for their customers will be the ones that thrive.

The Enduring Value of Being There

When done right, on-site service delivery is uniquely powerful in building customer relationships, trust and loyalty. It demonstrates that your business is willing to meet customers where they are, roll up your sleeves, and put in the hard work to get the job done. On-site service is how you show customers you‘re there for them.

Yes, the pandemic has accelerated virtual service and made in-person interactions more challenging. But by taking the proper precautions, proactively communicating, and finding the right blend of physical and digital service elements, businesses across many industries can continue to provide the on-site excellence and personal touch that many customers still want and need.