By Kimberly Heuser, ServicePower
Each member of your field service team has a personal combination of skills, abilities, and natural talents. Your customers get to know them personally and they build a rapport as well as familiarity with each location they work in. You rely on them to use their own judgment and solve problems in the moment, but also to know when it's time to consult with headquarters. Maintaining this unique balance of independence and support is what makes a field service team strong. Your technicians will back each other up, make helpful suggestions, and work together to provide the level of service your clients require. Naturally, you want to optimize the results of their successes, and here are a few ways to get started:
1. Always Be Improving
When it comes to high-quality work and customer service, there is always room for improvement. Especially in cases where you enter people's homes and businesses, you should always be seeking ways to provide more for your customers and make the work easier for your workers. This means taking on tactics like thoughtfully matching your technician's talents to the needs of a job. While all your team members may be able to handle a particular task, often their individual preferences and proficiencies will vary.