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

Technician Service Challenges – How to Keep a Customer

What made him angry was the fact that the same technician was back at his office to do routine maintenance at least two or three times between the initial recommendation and the failure. “Not once in all those times did the technician remind me of this looming problem. Had he only mentioned this to me, it all could have been avoided”.

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Posted in Business, Consulting Services, Service

Step 6 of a Proactive Service® Culture – Coach and Support

In step 5 of our previous blog, we talked about following up on opportunities. The 6th and final step in creating a Proactive Service® culture within your service team is to provide coaching and support.  If we want to see

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service

Continuous Educational Opportunities – 3rd Step in Creating a Proactive Service® Culture

We then ask the technicians, “How many of you know enough about all of the services and products that your company offers to have a high-level conversation with your customers about what you do?” Several, if not all of the technicians typically will indicate that they are not aware of all of the products or services offered. We then ask, “If you were more aware and were able to carry on that high-level conversation to explore if the customer could benefit from the product or service, do you think that you would be of more value to that customer?” The answer is invariably “Yes!” “So what are you prepared to do about it?” is our challenge.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service

Creating a Proactive Service Culture Throughout Your Service Team

In this series of blogs we are going to examine six steps that you implement to create a Proactive Service® focus from all of your service team members. This will greatly enhance your efforts of developing a distinctive and sustainable competitive advantage and result in higher revenues and delighted customers. I also contend that it will make your business a more desirable place to work.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service