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
Do Your Techs Promote your Services? Why not Tell your Customers?
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?
Too Much Focus on “Upselling”? A Cautionary Tale
I suspect that she acted this way because she has been trained to. No doubt she has been sent on a course on how to upsell the customer whenever possible. Whether it is to buy additional insurance coverage, rent a GPS or upgrade to a larger model of vehicle, this person likely gets a commission for each upgrade sold. It appears however that the rental company neglected to explain to their staff that the reason for offering the upgrade is to enhance the customer experience, not for the purpose of earning a commission. Unfortunately for this rental company, this clerk appears to have lost sight of her role. Apparently she no longer sees the customer as someone to serve, but rather an opportunity to increase her compensation.
Tagged with: customer service expert, how to improve customer service, Jim Baston, service provider training, service staff training
Posted in Business, Customer Service
Posted in Business, Customer Service
