In the first blog in this series, we talked about the first step to create a Proactive Service® focus for your field service team. The second step involves encouraging 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.
Without knowing the goals of the customer, how can our technicians make valuable recommendations? A solution that works for one company might be contrary to the needs of another. There is a wonderful story circulating around the Internet that illustrates the danger of solving problems without understanding the business goals. Perhaps you have read it. It goes something like this. Read more
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.
Creating a Proactive Service® culture throughout your service team is one of the most effective ways that a service company can grow their business and create a distinctive competitive advantage. By Proactive Service®, we mean a technical service team that is engaged not only in maintaining and fixing equipment to the highest levels, but in actively looking for ways that their firms can help their customer meet their own business goals. It is proactive because the technician takes the initiative to identify opportunities to help and proactively addresses these with the customer. 
Think that your employees are empowered to deliver an exceptional customer experience? Don’t bank on it. Your policies may be letting you down. I learned this lesson recently during a trip to a bank. It was a Saturday afternoon and I was off to the UK on business on an early morning flight on Monday. To my dismay, I realized that I did not have any British currency. No problem, I reasoned, I just need to go to the bank.
In this blog, we will consider what we can do to transform the service experience by demonstrating our responsiveness. Responsiveness shows our competence and this creates 
In my 
In my previous blog in this series, we discussed how to 
The next and final webinar in the CMCEF Webinar Series is called Maintaining the Service Experience and will take place on Tuesday, February 26th, 2013. On February 12th, 2013, I presented the second webinar in the Transforming the Service Experience series hosted by the Canadian Mechanical Contractors Education Foundation. The Webinar was called Creating the Service Experience. In the webinar, we considered the five key hurdles to successfully engaging our technicians in activities to transform the service experience resulting in more revenues and higher customer satisfaction and retention. The hurdles that can prevent our technicians from doing what we would like them to do are:
In the last blog post, we discussed 
