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.
Blog Archives
How Proactive is Your Field Service Team? – Take the Test
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
The Limiting Reality of Getting Technicians to “Sell” – 4 Reasons Why
In my opinion, a technician who feels – based on their knowledge and experience – that the customer would benefit from a particular product or service in some way, and brings this to the attention of the customer is providing a service and is not selling. It is part of their job – as important as their ability to fix or maintain the equipment itself. In fact, I suggest that they have an obligation to the customer to discuss any action that would be of benefit to their operations.
Want your Technicians More Proactive in Promoting your Services? Your Perspective May be Getting in the Way
But this view may just be what is limiting performance and results. When we think of service as a distinct activity and look to “move our technicians towards the right” on our chart, we tend to see selling as an activity that is an “add on” to what our technicians are doing now (service) and not part of the service itself. This can result in a “while you’re there” perspective as in, “While you’re there, keep your eyes open for other things that we can sell to the customer.” It is this viewpoint that can limit the potential of our initiative and may even erode the relationship with the customer.
4 Questions to Ask When Evaluating Technician “Sales” Training Programs
There is a considerable amount of debate over the role of technicians in promoting services. Below are my key beliefs about the role that service technicians play in your organization and 4 questions to ask when evaluating training programs that can help you ensure you get a higher ROI.
Tagged with: customer service expert, customer service tech training, customer service training expert, how to train service technicians, Jim Baston, service management training programs, technican training programs, technician sales training programs, technician training and selling
Posted in Business, Education, Management, Service Tech Training
Posted in Business, Education, Management, Service Tech Training
