Blog Archives

Technology’s Revolutionary Impact on the Relative Importance of Soft Skills

If you are in the service business, then you know a little bit about change. Just about everything to do with field service has been impacted by technology; and it has changed the way we do business. Technology is also

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Posted in Business, Education, Service, Uncategorized

Are You Fully Capitalizing on One of Your Most Valuable Assets?

Are you fully capitalizing on one of your most valuable assets – the knowledge and experience of your field service team?  Sure, you depend on their expertise to provide maintenance service, troubleshoot and make repairs correctly and efficiently.  But do

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Posted in Education, Management, Sales, Service Tech Training

Are You the Reason Your Technicians Are Not Enthusiastically Promoting your Services?

It is no secret that field service technicians represent an excellent opportunity to increase revenues without adding to overheads.  They understand the technology, know their products and services and are familiar with the customers’ equipment and their goals.  And, of course, they have the ear of the customer.

Chances are you already have one or two techs who are great at developing new business and you recognize that, by getting all of your techs to act like them, you will experience tremendous growth.

If, despite your best efforts, your technicians are still not generating as much business as you think they are capable of, then perhaps you are the reason your technicians are not enthusiastically promoting your services.  Perhaps it is your perception that is standing in the way.

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

Is Your Field Team Following Up on Their Recommendations?

At our workshops, I strongly encourage field service professionals to follow-up on the recommendations they have made with customers.  It is a great way to uncover and revive opportunities. But much more importantly, it demonstrates exceptional customer service. 

I often ask the field professionals who attend my workshop if they have made any recommendations in the last six months that their customer has not acted upon and that they honestly don’t know the customer’s intentions about it.  Most hands go up.   

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

3 Ways to Support Business Development by Your Field Service Team

More and more service organizations recognize the value their field service professionals bring when they make recommendations to their customers that will help them to be better off.  The challenge is to get the field team to embrace this business development mindset and maintain focus over the long haul. To achieve this, we would be well served by supporting business development by our field service team like any other service we provide. Here are three things we can do.

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