Tag Archive for: customer relationships

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Technology’s Revolutionary Impact on the Relative Importance of Soft Skills

If you are in the service business, then you know a little bit about change. Just about everything to do with field service has been impacted by technology; and it has changed the way we do business. Technology is also having a revolutionary impact on the relative importance of soft skills.

Technology has allowed us to improve efficiencies. It has enabled us to get a more accurate picture of the effectiveness of our business practices. And it has allowed us to empower our field personnel. Most of these changes have been good for the customer, for us and for our field teams.

Closing the Competency Gap

As the pace of technology increases, we can see the shift it is having on the relative importance of soft skills. And it truly is revolutionary. Emerging technologies in the field service business are reducing the competency gap between top service professionals and less skilled service providers. The result is that it is becoming harder to differentiate on technical skills. With remote diagnostics, artificial intelligence, visual reality and embedded information in the serviced equipment, the field service professionals rely more on their tools to troubleshoot and repair and less on their experience and technical expertise. This opens up the door for less “qualified” individuals who use these same tools to give comparable levels of technical service.

This means that, even though it is highly competitive now, it will become even more so in the future. Customers will have an even more difficult time distinguishing between service providers. Service professionals and service organizations alike will have to rely more on the service experience that they create when interacting with a customer to differentiate them from their competitors. The basis of competition will shift from who is doing the best job of servicing the equipment; to who can create the best service experience while doing the job.

It’s All About The Brand

This is not to say that technical competence will go by the wayside. Obviously, it won’t. Technical competence will remain important. But as technology levels the playing field between service professionals of different capabilities, technical competence of the individual and the organizations that employ them will no longer be a factor of differentiation. The winning service organizations of the future will be the ones that create a service “brand.” They will clearly define the service experience they want to create and invest in the processes and soft skills training of their field service team to achieve it.

As always, I welcome your comments and questions. You can connect with me via telephone or email or leave a comment right here on the site. If you are reading this blog post via email, you will need to locate this post on my website by clicking here. Scroll down to the bottom of the page where you will find the comment section.

Jim Baston

“You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete.”

– Buckminster Fuller

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5 Things to Consider When Paying Technicians Commission

Discount and commission concept represented by percentage sign.

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 these 5 key points. Read more

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Don’t Make Promises you Can’t Keep – Especially in Business

broken promises in businessDon’t make promises you can’t keep was one of the common maxims in our household when I was growing up.  Wise advice. I was reminded of the importance of this message just last week and that sometimes, it is better to turn business away rather than disappoint.  Have you found that you sometimes take on work or make commitments for which you have a low likelihood of fulfilling?

While visiting family in the UK, we decided to take a brief break in a part of the country we had not been before.  We headed for Cambridge and the wonderful colleges and booked a small inn in a village not far from the city.  It was an old stone building that had recently been converted.  We found it on the internet and were impressed with the descriptions previous patrons had written about it.  Quaint, attentive, old-world character, friendly staff.  Perfect.

We drove out to Cambridge full of anticipation and, by early evening, we found this small, quaint “post card” inn situated on the quiet main street of the village.  There was a newly constructed glassed-in dining area at the back and a large parking lot which was almost full.  Must be a popular spot!  As we walked past the dining room to the entrance, we noticed that it too was full.  It turns out that there was a wedding that evening.

Check-in was friendly but not exceptional.  The room was small, clean and functional.  It overlooked the glassed-in dining area – we could look down and see the wedding party having dinner.  We went out to dinner ourselves.  We returned about 9:30, both tired and ready for bed.  However, sleep was not to come easy.

By the time we returned, the wedding was in full swing.  The music was loud – very loud.  Too loud!  Our little room literally shock to the beat.  We called the front desk to ask for another room and were informed that they were fully booked.  There was nothing else available.  We were stuck.  The music continued until almost midnight.  We decided to grin and bear it.

At check out we expressed our disappointment.  We explained that we had expected a quiet, relaxing stay as promised on their website but we experienced just the opposite.  We felt that we should have been told about the wedding at the time of booking and advised about the noise problem associated with the room we were given.  We then could have made an informed decision about whether to stay there.  The inn should have been prepared to turn us away but instead chose to fall terribly short on their promise.  Instead of more raving fans, they created raving detractors.  We certainly won’t recommend this place and will avoid it on any future visit.

I think the lesson has direct applicability to the service business and yes we sometimes take on work or make commitments for which we have a low likelihood of fulfilling.  Usually the commitments come with the best of intentions and are often made in the heat of the moment.  Sometimes we think we are doing it simply because we don’t want to let the customer down.  Regardless of the intentions, whenever we make promises we can’t keep, it ends in the same result.  Disappointed customers and possibly raving detractors.

I’d love your feedback on this. And as always, please feel free to leave a link back to your own blog if you have one via the commentluv feature here on the site. If you are reading this blog post via email, you will need to locate this post on my website by clicking here. Scroll down to the bottom of the page where you will find the comment section.

Jim

“Life is like photography, we develop from the negatives.”

-Unknown

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1st Step in Creating Proactive Service® – Focus on Service, Not Selling

Jim Baston service expertIf you are interested in creating a proactive service® focus for your field service technicians, the first step is to focus on the service, not the sale.  This is more than just semantics, it is a mindset that deals with the very heart of what we want our technicians to do.

Technicians who seem naturally gifted at selling their company’s products or services do not see their efforts as selling at all – they recognize their recommendations as the valuable service that they are.  To them it is a service activity. Read more

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Are Your Employees Empowered to Deliver Exceptional Customer Service?

customer service expert CanadaThink that your employees are empowered to deliver an exceptional customer experience?  Don’t bank on it.  Your policies may be letting you down. I learned this lesson recently during a trip to a bank. It was a Saturday afternoon and I was off to the UK on business on an early morning flight on Monday.  To my dismay, I realized that I did not have any British currency.  No problem, I reasoned, I just need to go to the bank.

As it turned out, my branch was closed by the time I arrived.  Fortunately, another bank on the other side of the plaza was open.  By coincidence, I used to have all of my accounts with the open bank until about three years ago and I still had a Visa card with their name on it.

I waited my turn for the lone teller.  When I got to the wicket, I explained that I would like to purchase some pounds sterling.

“Certainly sir, how much would you like?” came the very pleasant reply.

“£200 should do it, thanks.”

“No problem, just put your bank card in the slot.” she directed.

Read more

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Transform the Service Experience through Responsiveness

customer service expertIn this blog, we will consider what we can do to transform the service experience by demonstrating our responsiveness.  Responsiveness shows our competence and this creates Assurance. Responsiveness shows that we are Reliable and demonstrates that we have Empathy for our customers.

Recall that the name RATER[1] is an acronym with each letter representing the first letter of one of the five key dimensions of service quality.  They are:

R eliability: Our ability to provide what is promised, dependably and accurately

A ssurance: Our knowledge and courtesy, and our ability to convey trust and confidence

T angibles:  Our physical facilities and equipment, and our appearance

E mpathy:    The degree of caring and individual attention we provide to customers

Responsiveness:  Our willingness to help customers and provide prompt service

To demonstrate responsiveness, consider what your team can do to demonstrate responsiveness through every customer touch point.  For example, does everyone on your team know that responsiveness means being accessible?  Do they understand the importance of getting back to the customer in a reasonable amount of time?  Are they aware of what accounts for “reasonable” when getting back to customers, colleagues and suppliers?

Read more

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Transform the Service Experience through Empathy

customer service expertIn my last post on the five key dimensions of service quality, we considered what we can do to transform the service experience through the tangible aspects of the service we provide. Here we consider what we can do to transform the service experience by clearly communicating to our customers that we care about them.  Our customers will have little regard for us until they know that we have empathy.

Recall that the name RATER is an acronym with each letter representing the first letter of one of the five key dimensions of service quality.  They are:

R eliability: Our ability to provide what is promised, dependably and accurately

A ssurance: Our knowledge and courtesy, and our ability to convey trust and confidence

T angibles:  Our physical facilities and equipment, and our appearance

E mpathy: The degree of caring and individual attention we provide to customers

R esponsiveness: Our willingness to help customers and provide prompt service

Read more

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Transform the Service Experience through Tangibles

Transforming the service experience with tangiblesIn my previous blog in this series, we discussed how to transform the service experience through ‘assurance’. In this blog post, we will consider what we can do to transform the service experience through the tangible aspects of the service we provide.  Our customers will make judgments about the quality of our work and the competence of our technicians based on tangible clues that they can see.

Recall that the name RATER[1] is an acronym with each letter representing the first letter of one of the five key dimensions of service quality.  They are:

R eliability: Our ability to provide what is promised, dependably and accurately

A ssurance: Our knowledge and courtesy, and our ability to convey trust and confidence

T angibles:  Our physical facilities and equipment, and our appearance

E mpathy:    The degree of caring and individual attention we provide to customers

R esponsiveness:     Our willingness to help customers and provide prompt service

Read more

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Increase Revenues Generated by Your Service Techs

Do you want to increase Revenues Generated by your Techs?  Tell them to Stop Selling (and Start Serving)!

Our field service technicians represent a huge opportunity to generate revenues. They have a special relationship with our customers based on a high level of trust. Through that relationship, they have gained a unique understanding of our customers’ goals. They have a practical understanding of the latest in technology and they know our company’s capabilities. Who better than them to recognize and explore opportunities for your company to add more value through more services?

Despite this truth, we have found that most service firms are not fully capitalizing on the unique relationships that their service people have. This is unfortunate for both the service firm and the customer. When we do not fully leverage the special relationships that our service technicians have, we are missing a tremendous opportunity to grow our business, reduce competition and increase customer satisfaction levels. But there is more to it than that. The customer is being denied the opportunity to run their plant or facility better. The customer is not benefiting fully from the knowledge and expertise of our service technicians.

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