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Excelling in Field Service
Principles for Technicians and Field Operators
Excellence Customer Service from All Angles
Principles in the Field
We spend a lot of time focused on the office side of operations when it comes to these articles. Today, we want to switch it up a bit and talk about the other major pillar that upholds most, if not all, home service organizations: our field team.
Field technicians are the unsung heroes who bring expertise directly to customers’ doorsteps. From HVAC repairs to plumbing installations, these professionals play a crucial role in ensuring the comfort and safety of homeowners. While technical skills are undeniably essential in their line of work, the significance of customer service cannot be overstated. Every interaction with a customer is an opportunity to not only resolve technical issues, but also to leave a lasting impression through exceptional service.
Traditionally, customer service principles like positivity, empathy, reassurance, and building value have been associated more with frontline customer service representatives than with field technicians. However, Power Selling Pros strongly believes these principles are key to providing amazing service from start to finish – beginning when a CSR answers a call, and ending when a technician completes a job.
In today’s competitive market, we can’t deny the significance of customer experience; often it is this experience that will be the deciding factor for a customer to make a purchase or a client to book a call. There is a growing recognition of the need for field technicians to embody these principles in their interactions with customers. A positive attitude can turn a challenging situation into an opportunity to exceed expectations, while careful preparation ensures that technicians can address issues efficiently and effectively, and empathy adds a personal touch.
In this article, we’ll look into the importance of applying customer service principles to field technician roles and explore how positivity, preparedness, care and empathy, reassurance, and value can elevate the service experience for both technicians and customers alike. By embracing these principles, our field crews can better enhance customer satisfaction and cultivate long-term loyalty and trust.
Set the Tone
A Positive Approach
Positivity serves as a powerful tool that can shape the entire customer experience. As a general rule, a positive attitude not only uplifts your own spirits, but also has a profound impact on the people around you. When technicians approach each job with optimism and enthusiasm, they set a welcoming tone that can instantly put customers at ease, even in the face of unexpected challenges.
Positivity also fosters resilience, allowing techs to navigate setbacks and obstacles with grace and determination. Whether dealing with equipment malfunctions or customer dissatisfaction, a positive mindset enables technicians to maintain composure and focus on finding solutions rather than dwelling on problems. This proactive approach not only enhances efficiency but also reinforces customers’ confidence in the technician’s abilities to resolve issues effectively.
Here is a golden rule we teach at PSP: positivity is contagious. By radiating warmth and positivity in their interactions, technicians can create a ripple effect that uplifts the entire service experience. Customers are more likely to remember and appreciate interactions that leave them feeling valued and respected, and a positive attitude can leave a lasting impression long after the technician has completed their work.
Keep in mind, if being positive is contagious…so is being negative. A client should never feel uncomfortable in their own home. When field crew show up on a customer’s doorstep, they come as strangers. If they approach with a negative attitude, it can cause customers to feel defensive, unsafe, awkward, and sometimes reflect that negative attitude right back at our team members in an unpleasant way.
By embodying positivity in their approach to every job, technicians can transform routine service calls into memorable experiences that delight customers and encourage long-term loyalty.
Ready for Anything
Prepared to Serve
Preparation serves as the foundation upon which efficient and effective service delivery is built. When you are prepared, you are confident in your skills. And when you’re confident in yourself, you will build confidence and trust with your clients! Whether it’s a routine maintenance visit or a complex repair job, thorough preparation is essential for ensuring that technicians have the knowledge, tools, and resources needed to address customer needs promptly and professionally.
One aspect of preparation involves familiarizing oneself with the details of the job at hand. This includes troubleshooting manuals, training to stay up to date with certifications and licenses, and reviewing service requests to gain a clear understanding of the customer’s specific requirements. By taking the time to prepare before each visit, techs can anticipate potential obstacles and devise effective solutions in advance, minimizing delays and maximizing customer fulfillment.
Additionally, being well-equipped is crucial for a team out in the field to perform their duties efficiently. This means ensuring that techs have access to the necessary tools, equipment, and replacement parts needed to complete the job effectively. Whether it’s carrying a comprehensive toolkit or stocking the service vehicle with commonly used items, adequate preparation ensures that technicians are equipped to handle any situation they encounter in the field.
By investing time and effort to prepare before each job, technicians can position themselves for success and deliver exceptional service experiences that exceed customer expectations. From anticipating challenges to ensuring readiness with the right tools and resources, preparation lays the groundwork for excellence in field service.
A Customer’s Worthy Investment
Show Care, Offer Reassure, and Bring Value to the Table
Finally, let’s do a quick overview of these three principles and how your techs can utilize them: care, reassurance, and value. These elements are instrumental when it comes to creating a meaningful connection with customers and delivering service experiences that resonate long after the job is done. We want to encourage our field crew to go beyond technical expertise and encompass the human-to-human part of service; emphasizing the customer is in good hands, building a sense of value, and expressing genuine concern for the well-being of clients.
Care is at the heart of exceptional service – across the board! This is true on the phone, in the field, or in the check-out lane. Technicians who demonstrate care actively listen to customers, validate their concerns, and respond with compassion. By showing empathy and understanding, techs can build a bond and rapport with customers, laying the groundwork for positive and lasting relationships.
Next up is reassurance. This is the ability to tell our customers “you made the right choice in working with us.” Reassurance plays a vital role in alleviating customer anxieties and instilling confidence in the service provided. Technicians who offer reassurance communicate clearly and transparently with customers, explaining the steps involved in the service process and addressing any questions or concerns they may have. By keeping customers informed and involved throughout the service experience, technicians can mitigate uncertainty and offer customers relief by reassuring them that their needs are being met with competence and professionalism.
Last but not least: value. You may argue, well the job is already booked; why do we have to build more value? Delivering value goes beyond the technical aspects of the service to encompass the overall experience customers receive. (Again, from start to finish!) Field technicians who prioritize value seek to exceed customer expectations by providing added benefits, such as proactive maintenance tips, product recommendations, or personalized solutions tailored to their specific needs. By going the extra mile to deliver value-added service, technicians can differentiate themselves from competitors and leave a lasting impression that inspires customers to come back again and again…and tell their friends.
Elevate the Experience
Technicians: More Than “Just a Tech”
In the fast-paced world of field service, where technicians navigate diverse challenges and customer interactions on a daily basis, the principles of positivity, preparedness, care, reassurance, and value serve as a guide on the path to excellence. By embracing these principles and integrating them into their approach to service delivery, your technicians can elevate the customer experience, foster meaningful connections, and leave a lasting impression that resonates long after the job is done.
As field service continues to evolve and adapt to changing customer needs and expectations, the importance of these principles in shaping exceptional service experiences cannot be overstated. Your field teams are far more than “just a tech.” They are solution specialists who have the opportunity to arrive as a stranger, and leave as a friend. The journey to field service excellence begins with a commitment to embodying these principles in every interaction, every service call, and every customer engagement. With the right mindset, technicians can make a meaningful difference in the lives of their customers and drive success for themselves and their organizations.
(Psst – did you know we offer technician coaching at PSP? We love our CSR’s, but we know their not the only ones who need support when working one-on-one with clients! Reach out to us to learn more about our tech-coaching services today!)
