Compensation is a difficult subject, and field organizations are challenged with establishing and evolving their plans to attract talent and achieve performance goals. As a field service operations leader with a background in various industries, here are some of my experiences and suggested best practices for you to consider as you either define a new plan or update your current plan based on the continuous changes in the field service market.&nb...  Continue Reading..

Good communication is a key to success for any organization. Most professionals are decent communicators, but there is always room for improvement. I’m not just talking about how you communicate with your customers. I am also talking about communication within your own team, especially between the field and the home office. All of this impacts customers and future product/service decisions.  There is a difference between “good...  Continue Reading..

Managed mobility providers are uniquely positioned to assist with many field service modernization initiatives including the adoption of next-generation mobile applications and Internet Of Things (IoT) solutions. Mobility and IoT share many of the same challenges: both areas are notorious for their lack of standardization, diverse vendor ecosystem, and multiple technology platforms; these areas have struggled to optimize connectivity and...  Continue Reading..

American business author and management professor Michael Le Beauf famously said, “A satisfied customer is the best business strategy of all.” But how can a service organization truly anticipate what will satisfy the customer, especially in today’s world where savvy consumers demand ever-evolving and more engaging experiences?  Continue Reading..

I’ve talked with a number of field service leaders recently about their struggles in finding and hiring good talent. Then last week, NPR posted this article that really caught my eye. The article talks about how there is an anti-trade job mentality being instilled in today’s youth. It made me wonder how much this issue has had an impact on the field technician shortage the industry is facing today.  Continue Reading..

I moderated a panel earlier this month at Field Service USA on “Demistifying AI” and one of the recurring themes from the participants was how absolutely crucial it is to have a narrow focus when you embark on a project. This idea is applicable whether we’re talking about AI, AR, IoT, or really any strategic shift you’re making. What these participants kept saying is that with all of the change going on in field service...  Continue Reading..

As a field service leader, one of the biggest challenges you may face is finding the right balance of tackling today’s issues effectively while keeping your eye on how to evolve and innovate your business to take advantage of tomorrow’s opportunities. This balancing act looks different depending on the size of your company and your exact role, but I think it’s a common challenge that any of you could sit down with a beer and...  Continue Reading..

Creating an intentional customer focus goes far beyond taking care of customers and achieving acceptable levels of customer satisfaction. An intentional approach also shapes a company’s culture, improves employee engagement and performance, and positively impacts financial growth. Popular tools such as work objectives, surveys, and metrics are a good start but are like small hand tools compared to the “power tool” usage of a...  Continue Reading..