Blog Archives

5 Steps to a Service Experience that is Beyond Great

I’m often asked how to enthusiastically engage technicians in business promotion to create a service experience like the one I describe in my book, Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth. In answer to this question, here is a summary of the 5 Steps to a service experience that is beyond great.

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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