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.
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)...
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...
Pollock: Learn from Lost Opportunities to Develop New Business
When a services organization experiences a decline in customer revenues, there are many ways in which it can assess the damage, identify the causes and begin to correct the problem. Some organizations may attempt to do so entirely by using their in-house resources,...
Face-to-Face Vs. Virtual Meetings: What’s Your Preference?
The company holiday party, an event that often elicits feelings of embarrassment or dread—and at least a tepid appreciation for a free meal. The same can be said for office meetings: free donuts and coffee, served with a side of arguments or complaints. Is it any...
2019 Field Service Management Goals
For most people, 2019 goals and objectives have been set. For service leaders, this typically means: Do more with less (increased productivity at a lower cost) Contribute to revenue (service revenue and product up-sell) Focus on the customer experience The...
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Managing Your Managers’ Stress Levels
Business is hard and you need to make money. Sometimes things happen outside of your control or a new competitor pops up and what was easy before now becomes complicated. Lots of business owners put pressure on their managers to reach goals, right? Ask — no, demand —...
Asset Service: A Generational Change in Power
This year I’ve had the opportunity to listen to GE customers who operate a wide range of power plant equipment. From gas to hydro to wind power, these asset operators are grappling with a dizzying array of changes in their industry — from decarbonization and...
ICYMI: Canada’s Largest Mining Firm Digs Deep into Data to Slash Costs
It’s impossible to stay on top of every service news story. We get it. Don’t miss a beat with our monthly “In Case You Missed It” series. Keep reading for January’s top stories, covering everything from a global mining operator's digital transformation journey to...
Blumberg: Why Service Leaders Do Forecasting All Wrong
The recipe for effective decision-making hasn't changed much: Collect relevant information, interpret it correctly and make an informed decision. But one aspect has changed: Service leaders have exponentially more data at their fingertips, which makes it exponentially...
Comic Brake: The Wildest Ride in Field Service
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.
SFG’s Annual Field Service Management Tracking Survey Is Live
Research analyst firm Strategies For Growth has just launched its “2019 Field Service Management (FSM) Tracking Survey” and would like to invite you to participate. The 2019 FSM survey represents our fifth annual benchmark update surveys that provide an analysis of...