Hi Brad,

Thanks for your comment on my blog post. You bring up some very interesting points that add a further dimension to the discussion. As you state, both reasons for not asking the question are valid from a personal perspective but not from an organizational one. And, as you suggest, management can play a big role in helping the field professional overcome these types of concerns. I think that is important since asking this question opens up just one more opportunity to serve the customer. It’s a lost opportunity if all it does is create a temporary “feel good” moment.

Your second point uncovers the true opportunity for service providers. I believe that one of the highest levels of service that we can provide a customer is when they are able to confidently claim that they are better off for having known us. This often begins when a technician takes a proactive role in using their skills and expertise, combined with their knowledge of the technology and the customer’s goals and objectives to recognize opportunities to help the customer and then proactively reaching out to speak to them. Although often confused with selling, these proactive efforts by technicians are a valuable part of the service that they provide. And, successfully implementing this strategy is not easy. In my book, Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth, I try to tackle the challenges faced by technicians and their organizations to get this right.

I could not agree more with you about your point that the technicians play a most vital part of the customer relationship and that the efforts to engage them more proactively will benefit the customer and ourselves. Thank you for reaching out.

Sincerely,
Jim