By Anthony Santilli, Omega Managememt Group
Field service technicians are often in the dark when they prepare to visit a customer site for routine equipment maintenance and service, installation of new products, or troubleshooting problems. Sure, the service techs know what they're doing, but they are often unaware of what kind of customer situation they will encounter upon arrival. Will they be entering hostile territory, or be given a hero's welcome? The truth is usually somewhere in between, but the fact is that most techs only know the scope of work to be performed, and have little or no context about the state of the broader relationship that exists between the company and the customer.