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
How Proactive is Your Field Service Team? – Take the Test
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.
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
4 Steps to Turn Service Teams into Enthusiastic Business Promoters
From my experience, technicians as a whole do not see themselves as salespeople and object to being put in that position. It should not be a surprise, therefore, if they are not enthusiastic about a company initiative that expects them to take on a larger business development role. This concern should be acknowledged and addressed, yet many managers act as if this concern does not exist. This is a mistake.
Position Technician Promotion of Services as a Valuable Service – 4 Steps
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.
