Many of the technicians that I have met do not see their role as a salesperson. They tend to leave sales activities to the people with the expense accounts and fancy cars. What these technicians fail to see is that we are not asking them to sell at all. We are asking them to serve. By identifying and speaking with the customer about the actions that the customer can take that will help them improve operational performance, reduce costs, improve tenant satisfaction, etc. is a valuable part of the service.
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6 Ways to Get the Most out of Training your Team
Let your team do most of the talking. In our enthusiasm, it is easy to get carried away and do most of the talking. We sometimes feel as if we should know all the answers and, as a result, we jump in too quickly to fill in the blanks. When the team looks to you for the “right” answer, turn the question back to them. For example, you might say something like: “You experience this sort of thing first hand, what do you think we should do in this situation?’
You Said “Two” – The Importance of a Good First Impression
“You said ‘two’.” These were the three simple words she spoke to me and they set the tone for our business relationship and a lasting first impression. As I write this, it is early on a Sunday morning in Vancouver. I am staying at a downtown hotel and reviewing the details of a workshop that I am delivering to a group of technicians on Monday. I had decided to take a break and walk a couple of blocks to get some fresh air and cup of coffee.
5 Mistakes Service Companies Make Asking Technicians to Promote Services
Engaging technicians in promoting services is a focus of many service organizations today – and for good reason. A program of this nature can be a significant differentiator in a highly competitive environment. Technicians who use their expertise and knowledge to recommend products and services that help their customers achieve their goals provide tremendous value. They help their customers recognize that they are better off for having known them. And, a customer who recognizes this value in the relationship is very unlikely to take their business elsewhere.
How is Your Business Really Doing? – Part 2
My point here is that this scoring key can be useful to apply to these two questions about the quality of the Proactive Service® experience you are providing. It will clearly identify the percentage of respondents who will speak positively about you and potentially become “ambassadors” for your company as well as the percentage of those who will speak negatively about you. This helps you focus on both ends of the satisfaction spectrum and focus on minimizing the percentage of “detractors” while maximizing the percentage of “promoters”.
Tagged with: customer service expert, customer service management expert, customer service measurement, Frederick Reichheld, how to measure customer service, Proactive Service®, service technician training programs
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
