The 5th step in creating a Proactive Service® culture within your service team is to follow-up on opportunities. Following up on opportunities may seem like a self-evident step, but it is often not accomplished.
During our Proactive Service® workshops, we ask technicians if they have ever proposed an idea to a customer where the customer has never gotten back to them and where they do not know what the customer has decided to do. Almost everyone’s hand goes up. We then ask, “Why do you think that is the case?” Responses range from, “They decided not to do it” to “They got someone else to do it.” Occasionally someone will say something like, “Maybe they forgot about it” and if they don’t, then we suggest it. We then relate the story that I told in my last blog about the technician that passed on a lead from the field that was never followed up by the salesperson. In that situation, the recommended action was to prevent a failure and a few months later, the failure indeed occurred. Of course, the customer was angry and the technician was put in an uncomfortable position because of inaction on the part of the salesperson, but the problem would have been avoided altogether if the technician just took a moment to inquire with the customer whether they had given any more thought to the matter. Read more
The fourth step in creating a Proactive Service® culture for your field service team is to ensure that there is a clear and consistent process for handling opportunities from the field. Without a clear process, we leave the follow-up largely to chance and create the potential for frustration and resentment on the part of our technicians and customers.
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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 
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In my previous blog in this series, we discussed how to 
