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

Developing a Proactive Business Development Culture for the Time Strapped Service Manager

You believe that you can offer a better service by getting your field service team to make recommendations aimed at helping your customers to be better off. You have taken steps to support your expectations of a more proactive approach by your techs, including providing training and putting in place a process to capture leads and communicate progress on all opportunities.

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Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training

5 Tips to Help Your Field Team Deal with Customers Effectively

December is a time of year when systems and circumstance combine to create a stress-fuelled environment of tension and possible conflict. To help your field team deal with customers effectively in these stressful times, consider the following five approaches. This will help your team maintain good relations and build higher levels of trust and remind your customers why they chose to do business with you in the first place.

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

Help Your Technicians Handle Customer Objections

One of your technicians has just made a recommendation on a critical piece of equipment. It is old, parts are hard to find and a failure will have catastrophic results. The customer hesitates and says something like, “Leave it with me and let me think about it.” Underlying this statement could be an objection. It is for times like these that it makes sense to help your technicians have the skills/tools ready to (or be prepared to) handle customer objections.

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

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