I recently read Daniel Pink’s book, and found that the conclusions from the book are directly relevant for those managers who are looking for ways to encourage their technicians to proactively promote their products and services. These conclusions made me question, “Is it time to stop paying technicians for leads?”
Extrinsic vs. Intrinsic Rewards
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.
