Blog Archives

6 Steps to Delivering Your Brand Promise Through Your Field Service Team

The definition of our brand, when boiled down to its simplest form, is what our customers and prospective customers think and feel about our service and our organizations. We all have a brand. The question is, did we choose it, or did we let others choose it for us?

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Posted in Business, Education, Management

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

The One Question Every Field Service Technician Should Ask

What is a simple question that delivers exceptional service and generates profitable revenue? It’s the one question that every field service technician should ask. So, why isn’t every field service technician asking it?

In our workshops, we discuss the value that field service professionals provide by bringing opportunities to our customers’ attention that can help them operate their facilities/processes more effectively. One way to uncover these opportunities is to ask this question, “Is there anything else that I can help you with today?”

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

Proactive Service® – Giving Customers your Hearts & your Heads

While most companies give their customers their hands (i.e. do good work), proactive service companies provide customers with their heads as well. By looking out for their customers and making helpful suggestions to allow them to be more effective at operating their facilities, they are providing the highest level of service.

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

Transform the Service Experience through Tangibles

In my previous blog in this series, we discussed how to transform the service experience through ‘assurance’. In this blog post, we will consider what we can do to transform the service experience through the tangible aspects of the service we provide. Our customers will make judgments about the quality of our work and the competence of our technicians based on tangible clues that they can see.

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