Are you thinking of providing “sales” training for your technicians on how to promote your services? Before making a decision, consider what you want the training to achieve. Below are 4 questions that are key when evaluating training programs that can help you ensure you get a higher ROI.
Those of you who have read my book and subscribe to this blog know that 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.