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.

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

SMART Meeting Requests

As managers and field service professionals, we are often in a position to arrange meetings with customers and co-workers. Using meeting requests are an excellent way to get the meeting synchronized in everyone’s calendar. Using the SMART approach to meeting requests saves time and money.

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Posted in Business, Education, Management, Sales, Service

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.

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

5 Tips to Help Your Field Team Deal with Customers Effectively

December is a time of year when systems and circumstance combine to create a stress-fuelled environment of tension and possible conflict. To help your field team deal with customers effectively in these stressful times, consider the following five approaches. This will help your team maintain good relations and build higher levels of trust and remind your customers why they chose to do business with you in the first place.

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

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