Making Field Service About The Service

By Bob Ashenbrenner, Xplore Technologies

Recently, my father was waiting for the scheduled visit of his cable company’s tech, the time quoted was 3 to 5 PM. At 4:45pm, he called the cable company to ask if the tech was coming. The dispatcher told him that the tech was 11 minutes away. Sure enough, the tech arrived at 4:56 PM!

Think about the last time you had a TV technician out to your house. Did you notice that, despite that wide window you were quoted…

• Dispatchers knew where the tech was and when to expect the truck?
• Once he arrived, he was surprisingly efficient in installing the service and troubleshooting any problems?
• He had all the equipment needed to get your service up and running?
• All he needed from you was to turn the TV on to smile at the quality of the picture and sign that you were a completely satisfied customer (which you were)?

Are you still surprised when a service call goes as planned? Especially given that, historically, a single issue was rarely resolved in a single service call with ANY type of service technician, contractor, etc.

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