Blog Archives

Six Components of a Robust and Failsafe Opportunity Management Process

If you are engaging your field service team in business development efforts, you will be aware of the importance of having a robust and failsafe opportunity management process. Poor processes drop opportunities, fail to keep everyone informed and generally defeat your efforts to get everyone enthusiastically involved.

In this blog, I thought it would be helpful to consider the Six Key Components of a Robust and Failsafe Opportunity Management Process for your team.

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

Four Simple Steps Technicians Can Take to Uncover Opportunities

If you are encouraging your technicians to take proactive steps to recommend your products and services to your customers, you may be looking for ways to help them to explore for opportunities to help. Here are four simple steps that your technicians can take to uncover opportunities to help your customers to be better off.

1. Ask a simple question. At the beginning or end of each maintenance service call, get your technicians in the habit of asking, “Is there anything else that we can do for you today?” This simple question will often result in new opportunities that otherwise might go to someone else or go unfilled.

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

Help Your Technicians Handle Customer Objections

One of your technicians has just made a recommendation on a critical piece of equipment. It is old, parts are hard to find and a failure will have catastrophic results. The customer hesitates and says something like, “Leave it with me and let me think about it.” Underlying this statement could be an objection. It is for times like these that it makes sense to help your technicians have the skills/tools ready to (or be prepared to) handle customer objections.

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

Is it Time to Stop Paying Technicians for Leads?

I recently read Daniel Pink’s book, and found that the conclusions from the book are directly relevant for those managers who are looking for ways to encourage their technicians to proactively promote their products and services. These conclusions made me question, “Is it time to stop paying technicians for leads?”

Extrinsic vs. Intrinsic Rewards

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

The One Question Every Field Service Technician Should Ask

What is a simple question that delivers exceptional service and generates profitable revenue? It’s the one question that every field service technician should ask. So, why isn’t every field service technician asking it?

In our workshops, we discuss the value that field service professionals provide by bringing opportunities to our customers’ attention that can help them operate their facilities/processes more effectively. One way to uncover these opportunities is to ask this question, “Is there anything else that I can help you with today?”

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