Blog Archives

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

Disappointed with Technician Efforts in Making Recommendations to Customers? Teach Them the “5 Ps”.

In his book, Coaching for Improved Work Performance[1], Ferdinand Fournies notes that, although there are 16 reasons why employees do not do what they are supposed to do, 99% of the time it is because of only two – they

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Posted in Consulting Services, Customer Service, Management, Sales, Service

5 Things to Consider When Paying Technicians Commission

If you have encouraged your technicians to promote your services, you may be considering ways to recognize their efforts. Perhaps one of the most obvious approaches is to pay them a commission based on the number of opportunities identified or on the value of the resulting order. If you are thinking of paying your technicians a commission for new business consider the 5 key points below.

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Posted in Business, Customer Service, Management, Service, Service Tech Training

Give Your Customers Your Heads as Well as Your Hands

The focus changes from how the customer can help us achieve our goals to how we can better help the customer achieve their goals. We should be taking every opportunity to broadcast what our technicians are doing to our customers and prospects alike. It should be a point of differentiation for us. For example, imagine your salesperson promoting the services of your company in a competitive situation. Rather than simply saying what every one of their competitors will say, they can communicate the unique value they bring through the actions of their technicians. The conversation might go something like this:

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Posted in Business, Education, Service, Service Tech Training