42 Rules for Superior Field Service. The Keys to Profitable by Rosemary Coates

By Rosemary Coates

With few exceptions, the carrier enterprise is considered as a "necessary evil". Servicing items, once they are bought and in consumers' arms, is usually ignored and will be a resource of purchaser dissatisfaction and revenue loss. This pondering leads to neglected possibilities to transform buyers into advocates and to generate major enterprise revenue.

Complicating box carrier operations is the worldwide nature of commercial – the place your buyers are, the place your items are synthetic. Sourcing international components, handling the components provide chain and the funding required are the issues that retain managers up at evening.

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Consider airlines again: If you fly First Class, you expect priority boarding, your coat hung up when you are seated, more comfortable seating, and to be served food and liquor, all with a smile and friendly attitude from the best flight attendants. This is the special service you can expect when you pay the premium First Class price. When you pay for an Economy ticket, you expect and receive less. Rule 8 Field Service Is Critical To Your Brand Keep customers coming back again and again for new products.

The Vision Workshop is not the place to discuss this in detail. It is the place to generate lots of good ideas, however, just like this one. Next, let’s think about communication. If your perfect customer could communicate the need for service via any means, what is your preferred method? Phone? E-mail? Automated Internet transaction? How far in advance would you prefer to receive this communication? If you knew, for example, that your customer would need a service call in two weeks and that request would be communicated automatically, would that help you?

The talented managers running these organizations spark new ideas and enthusiastically embrace different approaches. They round up the posse; they break the traditional corporate rules; and, as a result, they: improve customer satisfaction, enhance customer loyalty, improve margins on the services part of the business, assist in the selling process and in closing more deals, listen to their field service people and readily accept suggestions, demonstrate good performance measures, are respected in their own organizations, and are typically high performers.

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