Blog Archives

5 Mistakes Service Companies Make Asking Technicians to Promote Services

Engaging technicians in promoting services is a focus of many service organizations today – and for good reason. A program of this nature can be a significant differentiator in a highly competitive environment. Technicians who use their expertise and knowledge to recommend products and services that help their customers achieve their goals provide tremendous value. They help their customers recognize that they are better off for having known them. And, a customer who recognizes this value in the relationship is very unlikely to take their business elsewhere.

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Posted in Business, Customer Service, Education, Management

“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

Step 6 of a Proactive Service® Culture – Coach and Support

In step 5 of our previous blog, we talked about following up on opportunities. The 6th and final step in creating a Proactive Service® culture within your service team is to provide coaching and support.  If we want to see

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

1st Step in Creating Proactive Service® – Focus on Service, Not Selling

Technicians who seem naturally gifted at selling their company’s products or services do not see their efforts as selling at all – they recognize their recommendations as the valuable service that they are. To them it is a service activity.

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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