Blog Archives

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

Tagged with: , , , , ,
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.   

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

3 Ways to Support Business Development by Your Field Service Team

More and more service organizations recognize the value their field service professionals bring when they make recommendations to their customers that will help them to be better off.  The challenge is to get the field team to embrace this business development mindset and maintain focus over the long haul. To achieve this, we would be well served by supporting business development by our field service team like any other service we provide. Here are three things we can do.

Tagged with: , , , , , , , , , ,
Posted in Business, Education, 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.

Tagged with: , , , , , , , , , ,
Posted in Customer Service, Education, Service, Service Tech Training

Developing a Proactive Business Development Culture for the Time Strapped Service Manager

You believe that you can offer a better service by getting your field service team to make recommendations aimed at helping your customers to be better off. You have taken steps to support your expectations of a more proactive approach by your techs, including providing training and putting in place a process to capture leads and communicate progress on all opportunities.

Tagged with: , , , , , , , , ,
Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training