Hi Brad,

Thanks for your comment on my blog post. You bring up some very interesting points that add a further dimension to the discussion. As you state, both reasons for not asking the question are valid from a personal perspective but not from an organizational one. And, as you suggest, management can play a big role in helping the field professional overcome these types of concerns. I think that is important since asking this question opens up just one more opportunity to serve the customer. It’s a lost opportunity if all it does is create a temporary “feel good” moment.

Your second point uncovers the true opportunity for service providers. I believe that one of the highest levels of service that we can provide a customer is when they are able to confidently claim that they are better off for having known us. This often begins when a technician takes a proactive role in using their skills and expertise, combined with their knowledge of the technology and the customer’s goals and objectives to recognize opportunities to help the customer and then proactively reaching out to speak to them. Although often confused with selling, these proactive efforts by technicians are a valuable part of the service that they provide. And, successfully implementing this strategy is not easy. In my book, Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth, I try to tackle the challenges faced by technicians and their organizations to get this right.

I could not agree more with you about your point that the technicians play a most vital part of the customer relationship and that the efforts to engage them more proactively will benefit the customer and ourselves. Thank you for reaching out.

Sincerely,
Jim

I think the question “Is there anything else that I can help you with today?” is a great one and simple enough but I can imagine a few more reasons this question is not asked and also why it may not produce more than a “feel good” moment.
Two internal objections which might stop the question:
1. If I ask this question and the customer brings up a problem with some of our equipment or even my service, this could reflect badly on the company (or me).
2. I will show my ignorance if I cannot provide a suitable response.
These are entirely valid from a personal perspective but of course not from an organisational view. The first can be overcome by continual reinforcing that it problems are in fact improvement opportunities and ensuring no personal repercussions (as long as there is no negligent actions in play). The second is overcome by training of course, but no amount may be enough so it is also necessary to prepare for this through the relationship with the client and the message is “I can be the conduit to the company” and bring in the experts.

My second point on this potentially being nothing more than a “feel good” moment, is often customers may not know they have a problem. I have seen cases where the customer contact has been on the plant for say 2-3 years, but the plant is 20 years old. The current personnel are not aware that that noise/vibration/high consumable use is a problem because it was like that when the joined the plant. This is a different set of questions which need to be asked. The task of the technician may be to be able to point too these issues and ask a number of relevant What and why type questions. And then hand over to other parts of the organisation.

I am a firm believer the technicians are a most vital part of the customer relationship, and by taking those extra steps, the customer and we will benefit.

Hi Scott, thanks for your comment to my article. In my experience, asking questions of this nature is valued by the customer and it is interesting where the discussions may go as a result. I like your idea of suggesting that the customer make a list. This could be arranged by email or telephone a day or two prior to the maintenance call. You might even provide some guidance by proposing headings to address such as: “Changes in the building/operation/process”, “Issues or concerns expressed by employees/customers/tenants/visitors”, etc. Thank you for sharing this!

Jim