In his book, Coaching for Improved Work Performance[1], Ferdinand Fournies notes that, although there are 16 reasons why employees do not do what they are supposed to do, 99% of the time it is because of only two – they…
Blog Archives
Disappointed with Technician Efforts in Making Recommendations to Customers? Teach Them the “5 Ps”.
Tagged with: bettering customer relationships, bettering customer service experience, customer service expert, customer service tech training, how to improve customer service, how to provide excellent customer service, how to teach service technicians to sell to customers, how to teach technicians to recommend services to customers, Jim Baston, recommending services to customers, service tech training expert, service technician training programs, teaching sales to service technicians
Posted in Consulting Services, Customer Service, Management, Sales, Service
Posted in Consulting Services, Customer Service, Management, Sales, Service
6 Steps to Support Your Technicians in Making Beneficial Recommendations to Customers
When I managed a service business several years ago, we introduced a new initiative where we wanted to stress the importance that we in management had in ensuring the success of the project and we adopted the motto “If it…
Tagged with: 6 steps to help support your technicians to make beneficial recommendations to customeres, customer management expert, customer service expert, how to provide excellent customer service, how to support technicians to make recommendations to customers, Jim Baston, management team training, management training, proactive recommendations to customers, service tech training expert, service technician training programs
Posted in Business, Customer Service, Education, Management, Service Tech Training
Posted in Business, Customer Service, Education, Management, Service Tech Training
BYOB Service – The Competitive Edge
I don’t need to tell you that field service is a competitive business and getting more so with each passing day. Customers are more knowledgeable and demanding, competitors are innovative and tough, and the great things you do for your customers are often overlooked. It’s time to bring BYOB service to your customers and gain the competitive edge. BYOB stands for “Bring Your Own Brains” and the service company that offers this service, encourages their technicians to bring their heads as well as their hands when providing a service for a customer.
Tagged with: bettering customer relationships, BYOB Bring Your Own Brains, customer management expert, customer service expert, customer service tech training expert, improving customer relationships, Jim Baston, service technician training programs
Posted in Business, Consulting Services, Customer Service, Management, Service Tech Training
Posted in Business, Consulting Services, Customer Service, Management, Service Tech Training
Time to Reflect on your Proactive Service® Culture
For me, the end of December is a time for review of the year past and planning for the year ahead. The welcome change of pace I typically experience during the holidays naturally leads to this type of reflection. If it is the same for you, here are 7 indicators to help you take the pulse of the extent to which the Proactive Service® approach is embedded as part of your culture within your service team.
