Field service technicians may be the most overlooked marketing and sales resource you’ve got. After all, once you’ve successfully landed the account, who gets more face time with the customer than the tech responsible for installing and maintaining the customer’s solution?
That’s why your chances for repeat business and referrals greatly depend on how the field service techs represent your brand. Missing even the smallest detail can be a big customer turn-off, which could push customers to take their business elsewhere.
Your techs are already working extremely hard to make customers happy, which is why they need your help to reach their full potential. It begins by changing how you think about the field service organization, and making sure all your people, but especially those in the field, have the right tools for the job. Here are a few steps you can take to get started today: