By Rosemary Coates
With few exceptions, the provider company is seen as a "necessary evil". Servicing items, once they are offered and in clients' arms, is often missed and will be a resource of shopper dissatisfaction and revenue loss. This pondering leads to overlooked possibilities to transform shoppers into advocates and to generate major enterprise revenue.
Complicating box provider operations is the worldwide nature of industrial – the place your shoppers are, the place your items are synthetic. Sourcing international elements, coping with the components offer chain and the funding required are the issues that preserve managers up at evening.
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Extra resources for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
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? Today, to achieve this perfect situation, many high-tech companies are adding self-diagnostic software into their equipment.
Take appliance repair, for example. If you call a repairman to service your dishwasher or air conditioner, typically, he can service many makes and models. The same is true for auto repair shops, watch repair, and others. In these cases, service training and repair parts are widely available, so there is a wide choice of companies offering service beyond the original manufacturer. By contrast, complex industrial equipment is more challenging to service properly. Your field team will need extensive training and may require certification to work on a product.
Operations Rules: Rule 11: Shit Happens—Plan Ahead and Be Prepared Rule 12: You Can’t Get What You Don’t Measure Rule 13: Engineering Change Orders Can Be Field Service Financial Disasters Rule 14: Pay Attention to Returns Rule 15: Help Customers Determine the Cost of Downtime Rule 16: Consider Outsourcing Rule 17: It’s Good to Be Green Rule 18: Build and Maintain Accurate Installed Base Data Rule 19: Train Your Teams to Deal with Counterfeits Rule 20: Field Service Feedback Is Essential for New and Improved Products Rule 21: To Get Where You Are Going, You Need a Road Map Rule 11 Shit Happens—Plan Ahead and Be Prepared Have a recovery plan ready to assist customers when disaster strikes.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates