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 to Ask When Evaluating Technician “Sales” Training Programs

There is a considerable amount of debate over the role of technicians in promoting services. Below are my key beliefs about the role that service technicians play in your organization and 4 questions to ask when evaluating training programs that can help you ensure you get a higher ROI.

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Posted in Business, Education, Management, Service Tech Training

4 Components of a Better Technician Work Order Resolution Description

Frustrated by the poor quality of the information provided by your technicians on work orders? The importance of the quality of the work order resolution description is often overlooked. The fact is the quality of this information is very important! Below are 4, easily remembered components that your technicians can include to better communicate the value of the work they have performed. The four components are captured using the acronym CARE.

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Posted in Business, Consulting Services, Management, Service