Tip #17: Make it easy to do a great job.
When you ride along with technicians, you quickly realize how the head office can overload them with many "simple tasks".
Tip #16: Over-communicate with customers, then deliver.
Service excellence is a series of promises made and promises kept. Nothing reinforces great service like an air-tight communications...
Tip #15: Your technicians could be your best sales people.
Who do your customers trust more, your sales people or your technicians? In general, technicians hesitate to sell products and services....
Tip #14: If you're investing in telematics, go all the way.
Don’t use telematics to track your technicians every move. Yes, it can be used for that, but if you need a global positioning satellite...
Tip #13: Telematics is not the (only) answer.
What’s a better way to promote a productive workforce: GPS tracking of each vehicle’s movements, or a cup of coffee? Don’t get me wrong,...
Tip #12: Trade your pen and paper for Field Service Management software.
Powerful Field Service Management (FSM) software solutions are available for only a few dollars a month per technician that save you...
Tip #11: Drip feed calls to maximize flexibility.
Traditional field service organizations send their technicians out for a day’s work with a list of calls on a pre-set schedule. This has...
Tip #10: Overlap customer appointment windows for maximum productivity.
Many field service companies make the mistake of creating discrete appointment windows and booking only one call to each window. In a...
Tip#9: Subcontract to manage peak demand.
Building and managing great relationships with subcontractors can help your field service business to match capacity with demand almost...
Tip#8: Staff full time technicians to baseline demand.
Think back to a time when your service team was struggling to keep up with peak demand. You walk past the dispatch office and hear “No...