Blog Archives

6 Steps to Delivering Your Brand Promise Through Your Field Service Team

The definition of our brand, when boiled down to its simplest form, is what our customers and prospective customers think and feel about our service and our organizations. We all have a brand. The question is, did we choose it, or did we let others choose it for us?

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Posted in Business, Education, Management

6 Steps to Support Your Technicians in Making Beneficial Recommendations to Customers

When I managed a service business several years ago, we introduced a new initiative where we wanted to stress the importance that we in management had in ensuring the success of the project and we adopted the motto “If it

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

BYOB Service – The Competitive Edge

I don’t need to tell you that field service is a competitive business and getting more so with each passing day. Customers are more knowledgeable and demanding, competitors are innovative and tough, and the great things you do for your customers are often overlooked. It’s time to bring BYOB service to your customers and gain the competitive edge. BYOB stands for “Bring Your Own Brains” and the service company that offers this service, encourages their technicians to bring their heads as well as their hands when providing a service for a customer.

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

When the Customer Service person says “I Can’t Help”

We’ve all experienced it. You need to get something done and the customer service person you are relying on says, “I can’t help”. The solution requires a little bit of empathy, perhaps some creativity and a lot of common sense. Although the clerk may be smart, efficient and good at their job, they fail to show any of the three requirements. There is no empathy, little creatively and certainly no evidence of common sense.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Service

Step 5 of a Proactive Service® Culture – Follow Up on Opportunities

Of course, the customer was angry and the technician was put in an uncomfortable position because of inaction on the part of the salesperson, but the problem would have been avoided altogether if the technician just took a moment to inquire with the customer whether they had given any more thought to the matter.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service