Blog Archives

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

My Definition of Effective Communication for the Service Business

I was engaged in a conversation recently about why communication plays such an important role in the world of service. It was an interesting discussion and allowed me the opportunity to share my definition of effective communication for the service business.

The quality of our communication is relied on to assess our competence

The quality of our communication is a major source of information that our customers rely on to evaluate our competence and the value of our work. As an intangible service, it is almost impossible for a customer to accurately evaluate actual work quality or competence directly. For example, if it takes us one hour to troubleshoot a problem, how does the customer know that the hour spent was amazing and that it would have taken anyone else a day or more to figure out the problem? The answer is that they don’t really know, so they look to their perception of the quality of our communication as an important input that they use to assess our competence.

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Posted in Business, Customer Service, Education

Disappointed with Technician Efforts in Making Recommendations to Customers? Teach Them the “5 Ps”.

In his book, Coaching for Improved Work Performance[1], Ferdinand Fournies notes that, although there are 16 reasons why employees do not do what they are supposed to do, 99% of the time it is because of only two – they

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Posted in Consulting Services, Customer Service, Management, Sales, Service

Too Much Focus on “Upselling”? A Cautionary Tale

I suspect that she acted this way because she has been trained to. No doubt she has been sent on a course on how to upsell the customer whenever possible. Whether it is to buy additional insurance coverage, rent a GPS or upgrade to a larger model of vehicle, this person likely gets a commission for each upgrade sold. It appears however that the rental company neglected to explain to their staff that the reason for offering the upgrade is to enhance the customer experience, not for the purpose of earning a commission. Unfortunately for this rental company, this clerk appears to have lost sight of her role. Apparently she no longer sees the customer as someone to serve, but rather an opportunity to increase her compensation.

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Posted in Business, Customer Service

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