Blog Archives

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

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.

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