Many firms perceive and describe this role as “selling”. In my last blog I explained why this perception can limit the success of the initiative. In this blog, I would like to discuss why we should approach technician promotion of services as a valuable service and the 4 key components that will help ensure our success.
When a technician recognizes an opportunity for the customer to make an improvement and takes the initiative to speak to the customer about it, he/she is performing a valuable service – a service every bit as important as that technician’s ability to fix or maintain the equipment. When a firm perceives and describes the technician’s role as part of the service, many good things happen. The technicians more readily buy into the role, customers experience a higher level of service and the service firm can create a substantial and sustainable competitive advantage over its competitors. Here are 4 things that you can do to ensure that everyone approaches product and service promotion by technicians as a service and not a sale. Read more ›
