How we define the world impacts our perception of it. How we define our technicians’ role in promoting our services is no exception. This blog post is about the limiting reality of getting technicians to “sell” and the 4 reasons why this is the case.
Maslow is attributed as saying, “If you only have a hammer, you tend to see every problem as a nail.” This sentiment applies to how we view the role of service technicians. If we see the proactive efforts of technicians to identify and speak to the customer about our services as that of a “salesperson” then everything they do in this regard looks like “selling”. Unfortunately, this viewpoint greatly limits our imagination to capture the real value in what our technicians are providing. This constrains our ability to capitalize on these efforts as a valuable and differentiated service offering. Read more ›