By John Jazwiec, CEO, WennSoft
After he’s finished with the emergency repairs, the field service technician talks with the customer for a few minutes, pointing out some preventive maintenance and parts upgrades that could improve the machine’s efficiency and prevent an expensive breakdown. The technician pulls together a work order on a mobile device and shows the customer what the maintenance would cost. The customer pauses, frowns a little and asks the technician, “OK, but do you get a commission for selling me this extra work?”
For field service organizations, this question is critical to customer satisfaction. Customers are used to regarding a good technician as a trusted adviser, but may see salespeople as willing to say anything to get them to buy. Field service organizations want to give technicians an incentive to sell extra work, but this could damage the technician’s credibility. How can you create a technician compensation plan that reflects company incentives, without sacrificing credibility and customer satisfaction?
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