Blog Archives

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

I-CARE – 5 Steps to Work Orders that Shout “Value”

When I have the opportunity to speak with service managers, one of the discussion points that inevitably comes up is about the quality of the work order summaries written by their service technicians. It seems that in many organizations, the quality of the written summaries of work is all over the map – from very poor to excellent. When I ask if they have clear and simple guidelines to help their busy technicians to consistently write well, they often admit that those guidelines are still on the “to do” list.

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Posted in Business, Customer Service, Service Tech Training

4 Questions about Business Development by your Service Technicians

Many of the technicians that I have met do not see their role as a salesperson. They tend to leave sales activities to the people with the expense accounts and fancy cars. What these technicians fail to see is that we are not asking them to sell at all. We are asking them to serve. By identifying and speaking with the customer about the actions that the customer can take that will help them improve operational performance, reduce costs, improve tenant satisfaction, etc. is a valuable part of the service.

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Posted in Business, Service Tech Training