by Derek Korte | Jul 15, 2014 | Customer Experience
Field service professionals — from executives in the corner office to the technicians in the field — know that customer service is a big part of the profession. To deliver great customer service, service pros need the right mix of technical know-how, soft skills,...
by | Jul 14, 2014 | Strategy & Leadership
From Tesla’s electric cars to Siemens’ MRI machines, high-tech devices gather all kinds of data to indicate equipment health. Is the equipment running out of capacity? Is it low on fuel? Is there a problem with the disk drive? All of this data is valuable to the...
by Derek Korte | Jul 11, 2014 | Mobile & Tech
The trend toward connected machines, everything from power plants to home appliances, will no doubt have profound effects on the field service industry. Cisco estimates that there will be 50 billion intelligent, Internet-connected devices by 2020. What this...
by Megan Van Vlack | Jul 10, 2014 | Strategy & Leadership
When research on the negative effects of workplace bullying revealed that certain forms of harassment had become a workplace norm, no one was particularly surprised. Satire in movies and television have been parodying the micromanager and tough-guy coworker for ages....
by | Jul 9, 2014 | Service Transformation
The coffee bar was packed and I glanced around looking for somewhere to sit. I finally perched on a chair next to a lady slurping her skinny mocha, frappe, latte, vanilla, double shot, tall coffee (why are coffees so complicated these days?). She looked up and smiled...
by | Jul 8, 2014 | Field Service Spotlight
When Bill Earle started driving UPS trucks 20 years ago, he delivered about 90 packages on a typical workday. Today Earle says that he makes roughly 120 deliveries each day, not because he works more hours or has a faster truck, but because his employer has invested...
by Shep Hyken | Jul 7, 2014 | Field Service Spotlight
Traditional marketing was used to get customers “in the door.” But today’s marketing keeps customers coming back. It’s more than a marketing message; it’s a marketing experience. Service professionals such as field service technicians represent the human face of a...
by Dave Hart | Jul 3, 2014 | Field Service Spotlight
Tomorrow is Independence Day in the American Colonies (ahem, the United States). And, as odd as it may seem for a ‘Brit’ to admit, the colonists’ revolt offers several management lessons that field service executives would be wise to heed. Among the...
by | Jul 2, 2014 | Service Transformation
Training in field service has always been just a bit more complex and challenging than most other functions in an organization. Want to train your finance team on new software? Send a meeting invite and get them in a room. But for field service? It’s not so...
by | Jul 1, 2014 | Service Transformation
In a world that is so connected, many may be surprised to hear that nearly half of all tech firms have between two and five separate, unintegrated customer databases and 37% more have over five. In other words, they operate systems that don’t work together or...
by Megan Van Vlack | Jul 1, 2014 | Strategy & Leadership
How can an organization with a large, on-the-road workforce integrate learning and development into their team’s day-to-day goals? If team members spend more time behind the wheel than behind their desks, field service leaders can find it difficult to organize...
