[With a Little Help from My Friends in the Rock & Roll Hall of Fame]
[Reprinted from Field Service News. Enjoy!]
Whenever one of your service customers hollers “Help”, you not only need to respond quickly, you also need to Get It Right the First Time – because you certainly won’t want to waste the time and expense of having one of your field technicians Truckin’ to the customer site unnecessarily – and you also won’t want to have to Do It Again later! If you’re not careful, it will all be Wasted Time!
By the way, this is why many of the leading services organisations are incorporating Augmented Reality (AR) into their Field Service Management (FSM) solutions – because Every Picture Tells a Story, don’t it? With all of this “new” technology being integrated into FSM solutions supporting the global field services community, The Times They Are a Changin’, for sure!
For a majority of users, the decision as to which type and brand of equipment to acquire is based more on the quality of service that will be provided after the purchase, rather than on the acquisition of the piece of equipment itself. Plus, it’s not only based on Money, Money, Money – it’s more often than not based on things including Promises, Honesty and A Matter of Trust!
However, once selected, after the services provider asks the user to “Take a Chance on Me”, it will need to, first, make sure that its new customer has a Peaceful Easy Feeling, and that it hasn’t spent a whole lot of Money for Nothing (or you could end up in Dire Straights)!
Further, whether the customer’s equipment is located in Allentown, or Katmandu, the services provider must be sure that there Ain’t No Mountain High Enough to keep it away from delivering the services that have been promised. If you cannot cover all of the geographic areas where your customers’ (and prospects’) equipment is located, you may end up with an unhappy customer in Massachusetts, requiring your field techs to work weekends on Tulsa Time, finding a suitable contractor in Sweet Home Alabama, being stuck in Lodi (again), authorizing a costly flight to Kokomo, Going to California yourself – or even worse – having to deal with a Panic in Detroit! One way or the other, you’ll never want to hear one of your Colorado customers tell you to “Get Out of Denver”!
Communications is also a critical component of any services relationship – and the last thing you will ever need to experience with your customers is a Communications Breakdown! Customers will want you to be their “Nights in White Satin”, consistently being able to provide them with what they want, “Any Way You Want It”, so they will always feel Glad All Over.
Customers hate it when they call their services provider and get No Reply! There’s a Fine Line between being only casually responsive and treating your customers with a full measure of Respect – and you don’t want to cross that line the wrong way, otherwise your customer will feel like “(I Can’t Get No) Satisfaction” and end up in Misery!
If you get your communications right with your customers, you’ll find that The Winner Takes It All (i.e., your services organization); but if you Try Too Hard, you might end up just Livin’ on a Prayer, waiting for another opportunity to make it up to them – and they may simply tell you, “Not a Second Time”! It’s also important to remember that even if your customers have already asked you 65 or 66 questions, you will still need to be prepared to answer Questions 67 and 68!
So, … if you consistently deliver the expected – and desired – levels of service to your customers, and your field technicians remain Cool, Calm and Collected with respect to managing their customer relationships, then you may be in it for The Long Run! If so, then Long May You Run (that is, in circles around your competitors)!
However, for every services organization that actually “gets it”, there are probably a dozen or so more that don’t! That’s why it is so important to make sure you properly train – and arm – your field techs (i.e., with mobile tools and accompany technology, etc.) with everything they need All Down the Line, so they can satisfy their customers consistently, and go home every day after their last call feeling Free as a Bird and ready to Rock and Roll All Nite!