Blog Archives

Want your Technicians More Proactive in Promoting your Services? Your Perspective May be Getting in the Way

But this view may just be what is limiting performance and results. When we think of service as a distinct activity and look to “move our technicians towards the right” on our chart, we tend to see selling as an activity that is an “add on” to what our technicians are doing now (service) and not part of the service itself. This can result in a “while you’re there” perspective as in, “While you’re there, keep your eyes open for other things that we can sell to the customer.” It is this viewpoint that can limit the potential of our initiative and may even erode the relationship with the customer.

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Posted in Business, Consulting Services, Education, Service Tech Training

Technician Service Challenges – How to Keep a Customer

What made him angry was the fact that the same technician was back at his office to do routine maintenance at least two or three times between the initial recommendation and the failure. “Not once in all those times did the technician remind me of this looming problem. Had he only mentioned this to me, it all could have been avoided”.

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Posted in Business, Consulting Services, Service

How is Your Business Really Doing? – Part 2

My point here is that this scoring key can be useful to apply to these two questions about the quality of the Proactive Service® experience you are providing. It will clearly identify the percentage of respondents who will speak positively about you and potentially become “ambassadors” for your company as well as the percentage of those who will speak negatively about you. This helps you focus on both ends of the satisfaction spectrum and focus on minimizing the percentage of “detractors” while maximizing the percentage of “promoters”.

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

Are your Customers Better off Having Known you?

As managers, we have an important role to play here. Our technicians must understand that this is an integral part of their role. They must recognize that these proactive conversations that they have with their customers represent a valuable and important service – as important as fixing and maintaining the customer’s equipment.

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

How Service Providers Can Stand out from the Crowd

Now, in the scheme of things, I guess you could say that the customer service representative was just doing his job. And maybe, he had nothing better to do at that time in the morning – I don’t suppose he would have been run off his feet. However, the willingness to stay on the line and guide me through the steps until everything was working the way I needed it was the best thing he could have done for me this morning. It showed that he was sensitive to my situation (empathy) and he provided the level of support he felt would suit my needs in the circumstances.

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