The best “on-demand” service available to complete an emergency repair that needed to be completed by tomorrow does not need to have the most attention grabbing advertisement. On demand services require fast response times, show up as they claim to arrive and provide a quality of workmanship such that no additional work is created for you.
This seems like it would make sense, yet there are still many who will select services based solely upon pricing and vague promises which don’t tell you anything about what to expect. As a busy homeowner, renter, or small business owner, the objective is very clear: save yourself time while using a service that doesn’t add another layer of coordination, delay and/or follow-up.
What the best on demand service actually means
“What does “best” mean? Well, this obviously changes depending on your specific needs of how quickly you want something accomplished, as well as how much risk or uncertainty you are willing to take with respect to the services being provided. For example, an immediate pick-up request is a completely different animal when compared to ongoing assistance for an office with only a few employees; likewise a one-off (one-time) home cleaning request is going to have very different requirements/expectations as opposed to a service which provides operational support to customer facing business operations.
Therefore, the best on-demand service is typically the provider that strikes a good balance in terms of three key areas: response time, consistency, and transparency. The quicker a service responds to inquiries, the better. However, having quick responses is just part of the equation – if the service provider responds to your inquiry immediately, but then fails to honor their previously stated commitment, their fast response was essentially meaningless. This is why practical buyers move beyond marketing jargon, and instead pay attention to exactly how they expect the service to be delivered. Will I receive clear communication quickly? What am I getting? Am I able to easily navigate through the process without needing to continually follow up?
Start with the type of help you need
Many service problems originate from an ambiguous request. A client may say “I need help with something in the house” or “I am looking for some help for my business,” leaving the service provider to take a wild guess as to what he/she can assist the client with. As a result of this ambiguity many times there are delays; the price charged will be higher than expected; and/or the client has different expectations than was originally stated.
Instead of having the client give the service provider a broad statement regarding their needs (i.e., I have some things to move) the service provider should instead ask the client for a very detailed description of what they would like accomplished. In other words, what is the desired outcome of the service being requested by the client? Does the client need someone to deliver items for them, does the client need someone to provide labor for them, does the client need basic tasks completed for him/her, does the client need help with a move, does the client need someone to run errands for them, or does the client need short notice operational support?
The more clearly defined the desired outcome, the more easily the service provider will be able to determine which service will meet the clients needs. Also, defining the desired outcome will assist the customer from overspending. For example, a customer hires a highly skilled provider (e.g. electrician, plumber, HVAC technician) to complete a job that requires no more than basic help. On the other hand, a customer hires a provider who specializes in helping customers accomplish common everyday tasks (e.g. cleaning, yard work, etc.) to perform complex tasks that require specialized skills (e.g. repairing an electrical circuit).
The correct choice of provider is not based on hiring a large service company but rather selecting a provider whose services match exactly the type of support you need.
Speed matters, but reliability matters more
On Demand Services sell the convenience of having things done quickly, therefore Speed has an effect on customers as long as they need it. When a customer uses an on-demand service for something such as making reservations for a business meeting at the last minute, then if the provider doesn’t respond in a timely manner (ie. within hours) it’s a red flag.
Additionally, while being responsive may be one part of the equation, Execution should also follow. Therefore, when a provider delivers on both responsiveness and delivery the provider will be able to save their customer’s time. In this regard, providers who are responsive but unorganized will take longer to deliver results compared to those providers who are less responsive, but organized.
Therefore, for busy professionals who have little time for doing anything except getting results; Reliability is the true product that they’re purchasing from an on-demand service.
Pricing should be clear, not just cheap
It’s true that the lowest prices get noticed by people, however; it’s equally important that the customer understand their costs. With most services being time-sensitive, there is an urgency to find a service provider as fast as possible, which makes it very difficult for a consumer to establish confidence in a service they do not have a clear understanding of.
As such, the best on-demand services will clearly state the pricing model. Is this going to be priced based upon hours worked? Or is this going to be a flat rate? Is this priced per task or by how far you need to travel? A customer needs to have a general idea of what they’re paying for prior to starting. It doesn’t matter whether its hidden fees, vague minimums, or ambiguous scopes, these all indicate potential frustration.
There is always a balance involved in choosing the “best” on-demand service. The cheapest on-demand service provider may offer some small advantages (i.e., lower risk) for customers who want to complete simple and/or low-cost jobs. However, for customers whose jobs involve timing, accessibility, and reliability, and therefore require less chance of no-shows, misunderstandings, and delays, then sometimes a slightly higher cost is well worth the price.
Communication is part of the service
Many consumers perceive their purchase as labor, transportation, or a specific service. However, they may be purchasing a secondary product: communication. If a customer receives unclear answers from a supplier regarding specifics of an order (when will it be completed), does not receive clear responses to simple inquiries, receives unrealistic time frames for completion, etc., the customer will begin to experience uncertainty with regard to the stability of the service before the actual service has commenced. Good communication by suppliers is not necessarily about creating polished scripted communications. Rather good communication is based upon providing useful information. Suppliers should provide customers with an idea of when they are available, what the supplier needs from them (in terms of input), how the process will unfold subsequent to initial contact with the supplier, and whom to contact in case there are changes made to any previously established plans. In metropolitan regions such as Metro Vancouver; however, where traffic conditions can vary greatly and have an impact on building access, parking availability and scheduling windows; a supplier’s ability to communicate effectively can provide them with greater flexibility in managing these variables versus a supplier that provides vague estimated times of arrival and generic status updates.
Reviews help, but patterns matter more than ratings
A “five-star” average is attractive, however, it does not tell the full picture of an on-demand service. The most important factor is to identify patterns in customer comments or complaints. Are there references to being on time? Communicating clearly with each other? Completing tasks as stated they would be? Or are all comments limited to how friendly the person is and nothing else?
Trust is developed when consistent results occur from one job to another. When many reviewers say that making the booking was easy, communicating during the process was clear and the task was done quickly, that creates credibility beyond just the rating.
Also, take note of what is missing. If a reviewer says this person works fast yet every review has said he/she took longer than expected, you can likely assume that will happen with your experience. If some reviewers have indicated that the pricing of services was confusing, you should expect that same confusion.
A good service removes friction
One of the simplest indicators of quality is how it feels after your very first interaction. Do things seem easier, or even harder?
An On-Demand Provider will reduce friction in every part of the process. The booking experience was simple. There were no confusing expectations. What you can expect from this provider is clarity and usefulness from their questions, as opposed to a long list of questions. And they get the job done without much hand holding.
QuickHands has stood out when the fit is correct. When a customer needs quick and easy access to task assistance, they do not need an intricate intake process nor all of the ambiguous jargon. It should be easily accessible, quickly responsive and simply used.
The best on demand service for home is not always best for business
Most of us believe that there is no difference when it comes to service providers. What I mean by this is that we tend to think of service providers as all being the same, regardless of their use. For example, if you have used a service provider for your personal errands and/or general household assistance in the past (e.g., grocery shopping), then you probably would never consider using them again for your small business. The main reason for this is because most businesses require service providers who are much more structured and scheduled. They also require more coordination between tasks and/or with other parties involved in providing the services requested.
When you are looking at using service providers for your small business, ask yourself whether they will provide adequate scheduling for timely delivery; whether they can manage a multitude of activities simultaneously; whether they can meet your requirements for repeat deliveries? When you are using service providers for your residence, then what matters the most to you will likely be how easy they are to work with, and how flexible they are versus having a formalized way of doing things.
Therefore, neither is always right for every situation. The importance of each factor depends upon the consequences of failure to deliver. For example, if you miss a residential delivery, it’s just very disappointing. However, if you miss a business related delivery/transaction, it could impact your customer base, employees, etc.
What to ask before you book
You don’t have to develop a big list of tasks, however, you may want to think about some basic things such as how quickly this will be done? Is there anything specific that is included? Are prices charged based on something? What are they going to ask for in order to provide you with what they claim? What would happen if your timeline changed.
If these answers come naturally then I am sure this is a great indication. However, when all the answers are vague, late, or not consistent, then go back and look again. The very best On Demand Service should give you an easy “yes” since everything else has been taken care of.
When local availability becomes a real advantage
Every single service decision doesn’t have to be localized, however, timely local reporting will make sense in areas that have high density of schedule and constant transit/traffic problems. A service company able to provide coverage locally is likely to be able to dispatch drivers faster than a service company that has too broad of a geographic range (too much ground) to provide good coverage.
Customers who are looking for transportation services within Vancouver, Burnaby, Surrey or other surrounding cities and don’t want to wait all day for an uncertain window may find the local knowledge of the driver(s) helps improve coordination. The local knowledge isn’t going to fix anything by itself; however, it will usually assist in improving coordination with short notice requests.
The real test is whether you would use them again
The best on-demand service is not the one which simply completes a task once. It is the one you would use again and again with no hesitation. Often it comes down to a single question; has this service made my day better?
When the answer is yes, then you have gotten value. Not from the provider saying all the right words, but by removing a task, saving time, and controlling the process. This is really what most customers are paying for.
Next time you need something done quickly, select the service that feels clean, capable and reliable from your very first interaction. When a provider does that consistently, they will be moving away from being a backup solution to becoming an important part of maintaining your work and life.