So what do I mean by business promotion as a service? Our technicians are in a unique position. They understand the technologies they work with and generally are very up to date. They understand our company’s capabilities and how that technology can be applied for best results. They have a relationship with the customer that is generally based on high levels of trust. They can see how the customer is using the technology and likely have some insight into the goals and challenges the customer is facing. From that unique position, who better than our technicians to make recommendations for products and services that can help the customer be better off?
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How Proactive is Your Field Service Team? – Take the Test
Many forward thinking service firms struggle with getting the enthusiastic engagement of their technicians in business development because they have not adequately addressed one or more of the above areas. To get greater insight into where you are strong and to identify possible opportunities for improvement, download our “How Proactive is Your Service Team” self evaluation worksheet. Any questions? Just contact me. I would be delighted to hear from you.
Tagged with: 5 keys to sucess for service technicians, customer service expert, customer service expert Canada, customer service expert United States, how to evaluate service techs, Jim Baston, service team self evaluation checklist, service tech training expert, service technicians and selling
Posted in Business, Education, Service Tech Training
Posted in Business, Education, Service Tech Training
4 Steps to Turn Service Teams into Enthusiastic Business Promoters
From my experience, technicians as a whole do not see themselves as salespeople and object to being put in that position. It should not be a surprise, therefore, if they are not enthusiastic about a company initiative that expects them to take on a larger business development role. This concern should be acknowledged and addressed, yet many managers act as if this concern does not exist. This is a mistake.
Give Your Customers Your Heads as Well as Your Hands
The focus changes from how the customer can help us achieve our goals to how we can better help the customer achieve their goals. We should be taking every opportunity to broadcast what our technicians are doing to our customers and prospects alike. It should be a point of differentiation for us. For example, imagine your salesperson promoting the services of your company in a competitive situation. Rather than simply saying what every one of their competitors will say, they can communicate the unique value they bring through the actions of their technicians. The conversation might go something like this:
Position Technician Promotion of Services as a Valuable Service – 4 Steps
It is important that everyone in the organization understands what you want your technicians to do. As a service, technicians will use their knowledge and expertise, their understanding of the customer’s goals and objectives and their proximity to the customer and their business for the purpose of exploring for ways to help that customer make improvements. Once an opportunity is identified, the technician will make the recommendation to the customer and show them how they will benefit. This will only occur when the technician truly believes that their recommended action is in the best interests of the customer. When technicians act in this way, they provide a service that allows the customer to say, “I am better off for having known you.” There is no higher level of service that we can provide.
