Like us, our customers are in competitive industries and are struggling for a business edge. They want more than just good customer service that makes them feel good. They want GREAT customer service that also helps them gain a competitive advantage. The tale of 2 auto mechanics below, is indicative of the choice we have as service providers. Which one would you prefer?
Blog Archives
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
I-CARE – 5 Steps to Work Orders that Shout “Value”
When I have the opportunity to speak with service managers, one of the discussion points that inevitably comes up is about the quality of the work order summaries written by their service technicians. It seems that in many organizations, the quality of the written summaries of work is all over the map – from very poor to excellent. When I ask if they have clear and simple guidelines to help their busy technicians to consistently write well, they often admit that those guidelines are still on the “to do” list.
Tagged with: 5 keys to sucess for service technicians, bettering customer service experience, business development using service technicans, customer service expert, customer service tech work order template, Jim Baston, Proactive Service®, service tech work order forms, work order sample
Posted in Business, Customer Service, Service Tech Training
Posted in Business, Customer Service, 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:
