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..

As a service business owner or operator, you’re juggling many variables daily. Fundamentally, you must focus on serving your customers with excellence, and one way to accomplish this is to recruit the best staff in the industry. However, there is one challenge. According to Aberdeen, field service organizations identified skill shortages as a top current market pressure.  Continue Reading..

I came across an article on Forrester’s blog today titled, “What Chief Customer Officers Talk About Over Dinner,” written by VP and research director Harley Manning. My first thought upon reading this headline was, I wonder how many field service organizations even have a CCO (chief customer officer)? If I’m being honest, CCO is a term that not too long ago I would have laughed off – especially specifically for...  Continue Reading..

Service and support organizations invariably receive complaints from customers. You would expect that most organizations would have programs in place to manage complaints. While this seems logical, it’s not always the case. In addition, many organizations that have complaint processes focus mainly on resolving the immediate issues and don’t do any root cause analysis on what is driving the complaints. So let’s discuss a few...  Continue Reading..