It’s the New Year, and gyms are packed full with people full of resolve to get healthy. Many of those people, including myself, now use an exercise-tracking device like a Fitbit, Garmin, or Apple Watch to track their activity and help stay motivated. The question is, what can we in the field service industry learn from the use of these exercise-tracking devices?  Continue Reading..

In my third book Dealing With Difficult Customers, my co-author Shawn Veltman and I go into great detail explaining why some customers seem so difficult, and what you can do to dramatically improve your ability to create amazing experiences for all of your customers–including the most difficult ones. With the release so close, what better time to talk about why there is such a disconnect between what senior executives think happens...  Continue Reading..

2017 has been an exciting year in field service! Some of my personal favorite topics to cover have been how field service is shifting to be such a strategic part of the business, the growing importance of a major focus on the customer experience, and the discussion of how Augmented Reality (AR) is beginning to take hold in field service. I had the opportunity this year to interview some wonderful field service leaders, and it was my honor to...  Continue Reading..

Last week was the deadline for compliance with the ELD mandate. However, many statistics are flying around about the number of companies required to be compliant that have yet to roll out an ELD solution. Avoiding the mandate, however, won’t make it go away.  Continue Reading..

Success in the field service industry begins with customer expectations, and the genesis of continuing education is to understand your customer as their needs and wants change. The customer’s processes, revenue models, and service expectations change rapidly. Service organizations that stay in tune with their customer processes are better able to recruit, develop their workforce, and provide service delivery structures and processes to...  Continue Reading..