Blog Archives

Is it Time to Stop Paying Technicians for Leads?

I recently read Daniel Pink’s book, and found that the conclusions from the book are directly relevant for those managers who are looking for ways to encourage their technicians to proactively promote their products and services. These conclusions made me question, “Is it time to stop paying technicians for leads?”

Extrinsic vs. Intrinsic Rewards

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

Time to Reflect on your Proactive Service® Culture

For me, the end of December is a time for review of the year past and planning for the year ahead. The welcome change of pace I typically experience during the holidays naturally leads to this type of reflection. If it is the same for you, here are 7 indicators to help you take the pulse of the extent to which the Proactive Service® approach is embedded as part of your culture within your service team.

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Posted in Business, Customer Service, Management

4 Questions about Business Development by your Service Technicians

Many of the technicians that I have met do not see their role as a salesperson. They tend to leave sales activities to the people with the expense accounts and fancy cars. What these technicians fail to see is that we are not asking them to sell at all. We are asking them to serve. By identifying and speaking with the customer about the actions that the customer can take that will help them improve operational performance, reduce costs, improve tenant satisfaction, etc. is a valuable part of the service.

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Posted in Business, Service Tech Training

“They Don’t Pay Me to Look Good” in Service Delivery

The second component that makes up our customers’ service experience is how the service is conducted – the smile on the tech’s face, the cleanliness of the work area, the quality of the repair description and even how the technicians chooses to present him or herself. This is called the service delivery.

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