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

5 Tips to Help Your Field Team Deal with Customers Effectively

December is a time of year when systems and circumstance combine to create a stress-fuelled environment of tension and possible conflict. To help your field team deal with customers effectively in these stressful times, consider the following five approaches. This will help your team maintain good relations and build higher levels of trust and remind your customers why they chose to do business with you in the first place.

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

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