Blog Archives

Developing a Proactive Business Development Culture for the Time Strapped Service Manager

You believe that you can offer a better service by getting your field service team to make recommendations aimed at helping your customers to be better off. You have taken steps to support your expectations of a more proactive approach by your techs, including providing training and putting in place a process to capture leads and communicate progress on all opportunities.

Tagged with: , , , , , , , , ,
Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training

Six Components of a Robust and Failsafe Opportunity Management Process

If you are engaging your field service team in business development efforts, you will be aware of the importance of having a robust and failsafe opportunity management process. Poor processes drop opportunities, fail to keep everyone informed and generally defeat your efforts to get everyone enthusiastically involved.

In this blog, I thought it would be helpful to consider the Six Key Components of a Robust and Failsafe Opportunity Management Process for your team.

Tagged with: , , , , , , , , , , , ,
Posted in Education, how to teach service technicians to sell to customers, Management, Service Tech Training

Four Simple Steps Technicians Can Take to Uncover Opportunities

If you are encouraging your technicians to take proactive steps to recommend your products and services to your customers, you may be looking for ways to help them to explore for opportunities to help. Here are four simple steps that your technicians can take to uncover opportunities to help your customers to be better off.

1. Ask a simple question. At the beginning or end of each maintenance service call, get your technicians in the habit of asking, “Is there anything else that we can do for you today?” This simple question will often result in new opportunities that otherwise might go to someone else or go unfilled.

Tagged with: , , , , , , , , , , , , ,
Posted in Business, Education, 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

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

The Limiting Reality of Getting Technicians to “Sell” – 4 Reasons Why

In my opinion, a technician who feels – based on their knowledge and experience – that the customer would benefit from a particular product or service in some way, and brings this to the attention of the customer is providing a service and is not selling. It is part of their job – as important as their ability to fix or maintain the equipment itself. In fact, I suggest that they have an obligation to the customer to discuss any action that would be of benefit to their operations.

Tagged with: , , , , , ,
Posted in Business, Management, Service Tech Training