Blog Archives

Step 2 in Creating Proactive Service® – Knowing Customers’ Business Goals

The second step to creating a Proactive Service focus for your field service team is to encourage them to get to know your customers’ business goals. At first glance this may seem a bit off of the beaten path of the technical nature of their job, but it is critical in providing a higher level of service. A technician who understands the business goals and challenges faced by the customer will be attuned to opportunities to help their customers achieve them.

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

Creating a Proactive Service Culture Throughout Your Service Team

In this series of blogs we are going to examine six steps that you implement to create a Proactive Service® focus from all of your service team members. This will greatly enhance your efforts of developing a distinctive and sustainable competitive advantage and result in higher revenues and delighted customers. I also contend that it will make your business a more desirable place to work.

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

Stop Maintaining Your Mechanical/Electrical Equipment

Yet, what are we doing for the technician to help them to “maintain” this high level of interpersonal performance? What have we done to provide them with the critical people skills needed to excel? What tools and techniques have we given them to interact well with our customers and to handle the challenges of interpersonal relationships while working under pressure – sometimes extreme? What efforts have we made to eliminate processes and policies that detract them from providing exceptional customer service?

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

Transforming Your Customer’s Service Experience

Welcome to my new Baston’s Blog – Transforming the Service Experience!   Baston’s blog is a regular resource of ideas, tools and strategies to help you transform the service experience you are providing to your customers and reap the resulting rewards

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