As New Kings of Roadside LLC (NKR) Neighborhood Service Providers™ (NSP’s,) each of us benefits, when as many users as possible turn to NKR. As a group, all the New-Kings NSP’s want every user to have an excellent experience. We all want every user to turn to NKR, when they’re on the road, when they’re back home, and after they move. We all want great word-of-mouth advertising. A lot of these users, when you take good care of them, will become very vocal, loudly recommending NKR to their family, friends, colleagues, online, and to anyone they run into who needs our help. That helps all of us.
While each NSP has the right to set his own company policies, for any call that arrives via the NKR website, every New-Kings NSP agrees to observe a few guidelines that ensure a good user experience.
As New-Kings NSP’s, we all take care of each other, all the time. You go the extra mile to benefit all the others, and all the others will be doing the same for you. Fundamentally, it is critically important for us to make the user experience as simple and easy as possible.
One thing all New-Kings NSP’s must agree to do, as a courtesy, is submit invoices on behalf of the user, so that her roadside-assistance plan will reimburse her for covered services. That means you fill out the invoice, text a photo of it to the user, and then mail it, using your stamp, and your envelope. For us, this task is familiar, and relatively simple. For the user, it’s a pain. This can be the deciding factor for whether a user relies on NKR. Therefore, every chance you get, be sure to emphasize to the user, that relying on you is the simplest approach, that you will take care of the red tape. All she is required to do, is call you. You take care of the rest. We must make things easy for the users.
Another important point, is that if the user calls you, you answer your phone (rather than ignore it), and you run the call (rather than decline it). Each New-King NSP should have a high acceptance rate, which creates a good user experience, and benefits us all. Ideally, the user will find help within seconds, from the first NSP she calls. In other words, if the user wastes time calling three, four, or more NSP’s before she finds someone to help her, then she might give up on us, both in the moment, and in the future. That hurts everybody. Therefore, if you receive a NKR call during the hours that you say you’re available, it’s extremely important for you and for all of us, that you accept the call. New-Kings NSP’s everywhere, will be doing the same.
There are a few other guidelines to which you must agree, to become a New-Kings NSP. A New-Kings NSP must:
A) publish a price for a “basic service call,” as defined by NKR’s User-NSP Terms and Conditions.
B) publish hours during which the company provides service.
C) limit published hours to those where the company is substantially ready, able, and willing to run calls.
D) declare one of three options:
1) adopt as a whole NKR’s standard NSP-User Terms and Conditions, or
2) publish on the NSP’s website the NSP’s standard terms and conditions, or
3) publish on the NSP’s website a statement of any exceptions to NKR’s standard NSP-User Terms and Conditions, along with a statement that the NSP otherwise adopts NKR’s standard NSP-User Terms and Conditions.
If you’re not down with these ideas, that’s cool, run your company they way you want, but you’re not a good fit for New Kings of Roadside. You probably should not apply.
All New-Kings NSP’s are working together, as a giant team, to ensure that users have a simple, easy, and therefore excellent, user experience.