Blog Archives

Is Your Field Service Team Missing Opportunities to Help Your Customers?

Perhaps you have encouraged your field team to look for ways that you could help your customers achieve their business goals.  You’ve set up processes and systems to capture any opportunities identified.  You may have even told your customers your intentions and why your field team’s actions are not only unique but of great value for the them.  Even with all of this in place, how confident are you that they are seeing all of the “F”s – that is, how confident are you that they are not missing any opportunities to help the customer to be better off.

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Posted in Business, Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service Tech Training

5 Tips to Improve the Service Experience of Business Promotion by the Field Service Team

A good deal of focus is placed on the service experience these days and rightly so.  In a competitive environment, an exceptional experience will ensure that the service company stands out from the crowd. Adding Value by Proactively Making Recommendations

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Posted in Customer Service, Service, Service Tech Training

Is Your Field Team Following Up on Their Recommendations?

At our workshops, I strongly encourage field service professionals to follow-up on the recommendations they have made with customers.  It is a great way to uncover and revive opportunities. But much more importantly, it demonstrates exceptional customer service. 

I often ask the field professionals who attend my workshop if they have made any recommendations in the last six months that their customer has not acted upon and that they honestly don’t know the customer’s intentions about it.  Most hands go up.   

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Posted in Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training

A Lesson in Good Customer Service Delivery

I recently had the good fortune to work in Australia for an international client.  It was a wonderful experience and a great adventure.  It also provided me with a lesson in good customer service delivery.  The lesson?  Good customer service is not always the same for every customer.  It all depends on meeting the customer’s expectations.

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Posted in Customer Service, Education, Service, Service Tech Training

Proactive Recommendations by Your Field Team Are a Big Business Differentiator – Three Actions You Can Take

Why Don’t More Service Firms Promote Their Field Team’s Efforts?
Before we look at the how, let’s consider the why. It is interesting to note that most firms in my unscientific sampling do not let their customers know that they have encouraged their field service professionals to look for and make recommendations to help them be better off.

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Posted in Customer Service, Education, how to teach service technicians to sell to customers, Management, Sales, Service Tech Training