Shep Hyken: Recognize Those Who Serve With Simple ‘Pay It Forward’ Gestures
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. You’ve heard of the "pay it forward' concept. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person...
At Red Wing Shoes, These Makers and Machines Kick Forward a Century-Old Tradition
Minneapolis-based writer Julie Kendrick tours Red Wing Shoes' century-old factory to understand how the American icon blends tried and true with the new — techniques, machinery and even craftspeople — to make 16,000 pairs of work boots every week. Based on the way...
Field Service Medical Review: The Need for a Field Service Rebrand
Over the past few days, I had the opportunity to escape the snowy confines of the Midwestern United States to engage with medical devices field service leaders at Field Service Medical in San Diego. The event featured speakers from a range of organizations such as...
Comic Brake: Service Goes Medieval
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
In Oil & Gas, Is Data the Overlooked Commodity? Q&A with ServiceMax’s Phil Schwarz
For business leaders who operate complex equipment like oil rigs and refineries, “service" has a different meaning than for, say, a manufacturer that sells equipment and fixes it at a customer's location. But this complex, often immovable equipment still breaks, which...
It’s Employee Appreciation Day: Thank the Techs Who Work Through Anything
The U.S. Postal Service's unofficial motto — "Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds" — was called into question during the polar vortex when the agency halted mail service in some...
6 Dos and Don’ts to Improve Frontline Employee Communication
Editor’s note: The following post from Kristen Wells originally appeared on Zinc’s blog and is used here with permission. Today, ServiceMax announced its acquisition of Zinc. To learn more about the acquisition and how it will help service leaders to extend...
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Comic Brake: Bathroom Pit Stop
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
No Man Is an Island and Neither Is Your Field Service Management Software
Delivering service is more than scheduling an appointment or dispatching a technician. In an enterprise, service delivery can be a complex set of business processes that touch and co-exist with many IT systems. To be effective, your field service management (FSM)...
These Mobile Devices Are Tailor-Made for Hazardous Work Environments
The mobile revolution has transformed how service engineers do their jobs. But run-of-the-mill iPads just don't cut it in hazardous environments where everyday electronics pose a combustion risk. These include oil and gas refineries, mines and chemical plants, among...
Shep Hyken: Want Feedback From Your Customers? Keep It Simple.
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. “Please stay on the line to answer a short, one-question survey at the end of this call." That’s what I heard just before the agent picked up the phone to help...
Comic Brake: Turbine Trapeze Artists
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
Facing a Talent Shortage ‘Growing Storm,’ Aircraft Maintenance Providers Brace for Turbulence
In September 2018, Brett Levanto, vice president of communications for the Aeronautical Repair Station Association (ARSA), an international trade association for the aviation maintenance industry, testified before Congress. He warned of a “gathering storm" of talent...