This series of blogs discusses the application of preventative maintenance in order to maintain our field team’s product and service promotion effectiveness. [1]
Step 2 – Replacing, Refurbishing or Cleaning Wearable Parts and Consumables
In order to help our customers to be better off for having hired us, we must continually be on the lookout for ways that we can help them achieve their business goals. Our field service team is in the best position to do this because of their knowledge of the technology, our company’s capabilities and our customers’ challenges and goals. However, in order for our team to be effective in making proactive recommendations, we must have the system and processes in place and working smoothly. Regular preventative maintenance (PM) of our systems and processes will help ensure that our field service professionals continue to provide recommendations that will be appreciated by our customers.
Last time I wrote about conducting a high level assessment before getting into the details of the PM. This time, I would like to focus our attention on the parts of the initiative that wear and need refurbishing or replacement – the opportunity capture and management systems and processes.
Opportunity Capture and Management Systems and Processes
Opportunity capture and management systems and processes are the backbone of the business development initiative and are the parts of the overall initiative that is most subject to wear and tear. If the systems are not working smoothly, then opportunities get lost, field professionals get frustrated and customers become disappointed. Failure to maintain the processes and systems will be a sure way to bring the entire initiative to a grinding halt.
Capture Opportunities
To keep systems and processes operating in tiptop condition, check to ensure that there is a clear and simple process to capture opportunities and that the process is clearly understood. Look for any opportunities that may have fallen through the cracks. Identify opportunities that are in limbo and the clarity and effectiveness of the process to follow-up.
Feedback Loops
Look at the feedback loops. Check to ensure that the feedback loops are working properly so that the field service professional is informed on opportunity status when visiting the customer.
Response Times
Ensure that management is responding quickly to address any anomalies when problems in the process do occur. Failure to address concerns about the processes and systems will communicate to the field team that you are just not that serious.
Simplify the Efforts of the Technicians
Speak with the technicians to explore for improvements in the process that will simplify their efforts. They are the ones who live and breath within the system and irritations, no matter how small, will slow down their efforts and discourage the desired behaviours.
Taking the time to check and address worn parts and consumables will ensure that the core of the initiative is working smoothly. Next time I will discuss checking alignments and readjusting if necessary.
Let’s Connect
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Jim Baston
“If I had six hours to chop down a tree, I would
spend the first four hours sharpening the axe.”
– Abraham Lincoln
[1] This series of blogs is based on an article published for Field Service News – https://www.fieldservicenews.com
At one of our Proactive Service® workshops, one of the techs – let’s call him John – told me, “They don’t pay me to look good, they pay me to fix things!”. We were discussing the importance of how we personally present ourselves at the customer’s facilities. John, who looked like he hadn’t shaved in a few days and was wearing a well-worn company T shirt, was obviously not convinced about the importance of appearance in service delivery. It wasn’t the first time I had heard this.
In step 5 of 
If you are interested in creating a proactive service® focus for your field service technicians, the first step is to focus on the service, not the sale. This is more than just semantics, it is a mindset that deals with the very heart of what we want our technicians to do.
Imagine opening up a reputable trade magazine and reading an article that states that you should stop maintaining your mechanical and electrical equipment. You read the following:
