Blog Archives

A Lesson in Good Customer Service Delivery

I recently had the good fortune to work in Australia for an international client.  It was a wonderful experience and a great adventure.  It also provided me with a lesson in good customer service delivery.  The lesson?  Good customer service is not always the same for every customer.  It all depends on meeting the customer’s expectations.

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Posted in Customer Service, Education, Service, Service Tech Training

SMART Meeting Requests

As managers and field service professionals, we are often in a position to arrange meetings with customers and co-workers. Using meeting requests are an excellent way to get the meeting synchronized in everyone’s calendar. Using the SMART approach to meeting requests saves time and money.

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Posted in Business, Education, Management, Sales, Service

Six Components of a Robust and Failsafe Opportunity Management Process

If you are engaging your field service team in business development efforts, you will be aware of the importance of having a robust and failsafe opportunity management process. Poor processes drop opportunities, fail to keep everyone informed and generally defeat your efforts to get everyone enthusiastically involved.

In this blog, I thought it would be helpful to consider the Six Key Components of a Robust and Failsafe Opportunity Management Process for your team.

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

Four Simple Steps Technicians Can Take to Uncover Opportunities

If you are encouraging your technicians to take proactive steps to recommend your products and services to your customers, you may be looking for ways to help them to explore for opportunities to help. Here are four simple steps that your technicians can take to uncover opportunities to help your customers to be better off.

1. Ask a simple question. At the beginning or end of each maintenance service call, get your technicians in the habit of asking, “Is there anything else that we can do for you today?” This simple question will often result in new opportunities that otherwise might go to someone else or go unfilled.

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

Do You Tell Your Customers?

Your field service team can add tremendous value to your service relationships when they recommend products and services that you can provide that will help your customers be better off. They are in a unique position to do this; they have the knowledge of the technology, an inside understanding of your customer’s current processes and equipment and, hopefully an appreciation of your customer’s goals and objectives. They also have proximity to the customer. The question is however, if you engage your technicians in promoting your services, do you tell your customers?

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Posted in Business, Customer Service, Education, how to teach service technicians to sell to customers, Sales, Service Tech Training