In my last blog I talked about the 4 questions to ask when evaluating “sales” training for technicians. In this blog, I would like to look more closely at the inverse relationship between trust and technique when it comes to promoting services to customers.
I feel that the technician is in a unique position to identify opportunities that the customer can act on to help them operate their facilities and/or processes more effectively. In fact, I believe that technicians have an obligation to reach out to the customer to discuss these opportunities to help and to assist them in making informed decisions. To me, this really isn’t selling at all, but rather an important part of the service. And, this approach has a significant benefit. My experience indicates that service firms that engage their technicians in this way will create a sustainable competitive advantage and be rewarded with more business, higher customer satisfaction and unprecedented levels of retention.