Customer Centricity Starts With Your Field Technicians

By Aly Pinder Jr., director of member, research & communities, The Service Council, www.servicecouncil.com

Consider these tips for how to best help your technicians help your customers.

Technicians have it tough. Their jobs never seem to be over, and we, as leaders, seem to continue to expect more from them every day.

A few years back, we wanted technicians to just complete as many work orders as possible in their day. Then we asked that they also sell parts or new equipment or displace competitors while they turned those wrenches. And recently, it seems like we wanted the technician to just capture a lead and compensate them for that activity. Now, the order of the day seems to be to put the customer first.