The end of the year is a good time for service managers to sit down with their technicians and conduct yearly reviews. But as James “Alex” Alexander told us earlier this week, many managers simply don’t bother arranging year-end assessments, missing a great opportunity to learn and improve upon the year.
In an effort to promote year-end reviews, we combed through the SmartVan archives to dig up a few tips for not only holding employee reviews, but making the best of them.
Focus on the Future
Alexander says many performance reviews are a waste of time, if not conducted properly. “As far as driving behavior, [performance reviews] are one of the worst things ever invented,” he said. “If you talk to most people, it’s highly de-motivational. … Seldom is there any behavior change out of it. I think people would get a lot more benefit in talking about moving ahead and forgetting what happened in the past — using your headlights instead of taillights.” Read More.
Get Customer Feedback
Your company may have its own set of key performance indicators, like on-site arrival times, job resolution percentages, etc. But remember that customers’ satisfaction with your technicians is one of the biggest factors in whether they’ll do repeat business with your company. So get a sense of what customers think of your techs. Jim F. Thomas, president of HVAC contractors JS Thomas Service, Inc., says managers need to take the initiative to reach out for feedback. A disappointed customer may not take the time to call you up — they’ll just move on to another vendor. Read More.
Ride-alongs are a common way for managers to get an up-close look at how technicians perform in the field. But Shaun Huszarik, a service consultant with IPG Graphics in Massachusetts, disagrees with that method. “I personally believe unannounced visits undermine the trust between management and the field personnel,” he wrote. Instead, reward high-performing techs, he says. He suggests offering them some plum assignments (like the Hawaiian customer account). Read More.
Customer service can be a really hard thing to measure. So make sure your company is committed to collecting data on service. Crafting a smart (if imperfect) survey is a start. One tip: Use a sliding 10-point scale for responses; they’ll allow for more nuanced and accurate reports. Read More.