It is important that everyone in the organization understands what you want your technicians to do. As a service, technicians will use their knowledge and expertise, their understanding of the customer’s goals and objectives and their proximity to the customer and their business for the purpose of exploring for ways to help that customer make improvements. Once an opportunity is identified, the technician will make the recommendation to the customer and show them how they will benefit. This will only occur when the technician truly believes that their recommended action is in the best interests of the customer. When technicians act in this way, they provide a service that allows the customer to say, “I am better off for having known you.” There is no higher level of service that we can provide.
