Blog Archives

Help Your Technicians Handle Customer Objections

One of your technicians has just made a recommendation on a critical piece of equipment. It is old, parts are hard to find and a failure will have catastrophic results. The customer hesitates and says something like, “Leave it with me and let me think about it.” Underlying this statement could be an objection. It is for times like these that it makes sense to help your technicians have the skills/tools ready to (or be prepared to) handle customer objections.

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

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

Step 4 of a Proactive Service® Culture – A Clear Opportunity Process

The technician had found a problem with a key piece of equipment and recommended to the customer that it be replaced as soon as possible. The customer asked the technician to have someone get in touch with him with pricing and installation information for the replacement. The technician reported the opportunity on the work order along with the request for a follow-up call by the salesperson responsible for the account. Unknown to the service tech, the information did not get to the salesperson and no one followed up.

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

Step 2 in Creating Proactive Service® – Knowing Customers’ Business Goals

The second step to creating a Proactive Service focus for your field service team is to encourage them to get to know your customers’ business goals. At first glance this may seem a bit off of the beaten path of the technical nature of their job, but it is critical in providing a higher level of service. A technician who understands the business goals and challenges faced by the customer will be attuned to opportunities to help their customers achieve them.

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

Stop Maintaining Your Mechanical/Electrical Equipment

Yet, what are we doing for the technician to help them to “maintain” this high level of interpersonal performance? What have we done to provide them with the critical people skills needed to excel? What tools and techniques have we given them to interact well with our customers and to handle the challenges of interpersonal relationships while working under pressure – sometimes extreme? What efforts have we made to eliminate processes and policies that detract them from providing exceptional customer service?

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