Today’s field service organization is under pressure to contain costs and generate revenue. Doing both well will increase profit margins. The question becomes how to do it (and how not to do it).
Here are common mistakes FSOs make when pursuing higher profitability.
Losing sight of the customer because you’re too focused on profits. If your decisions are based on what is going to result in more money for your FSO today, then you may become shortsighted about what attracts and creates lifelong customer relationships. We all know how expensive it is to acquire new customers and that your most profitable customers are typically the ones that have been with you for a long time. Think of ways to improve the customer journey from initial contract to service appointments and create positive interactions that will keep them coming back for more.