Field service workers are the lifeblood of a service organization. They’re the ones on-site performing the service and interacting face-to-face with your customers. As a result, a service organization can either thrive or struggle based on the personnel they have in the field. This makes it critical that companies have the right employees with the right skills as part of their organization. Here are some key traits of a good field service worker that help a business succeed and deliver outstanding customer service.
The devil is in the details. A field worker’s ability to pay attention to detail can make the difference between a successful, profitable service call and one with wasted time because of needing to leave to get additional parts or sorting out errors, as well as a good customer experience versus a bad one. Whether following the job task list, taking good notes or properly entering work order details, being thorough on the first visit could eliminate the need for a follow up appointment. Less follow-ups means increased revenue and improved customer satisfaction.
Commitment to Seeing a Job Through – From Start to Finish
A job doesn’t just start when a field tech shows up on site and end when he walks out the door. It begins the moment the first call is received and ends after the customer is satisfied and payment is received. Thoroughness includes reviewing details before the appointment to ensure you have the parts and equipment needed to perform the desired service, updating the customer on the status of the technician, taking pictures and accurate notes of the work site then promptly following up and invoicing. Successful field workers should be committed to providing the best service for every part of a job’s lifecycle.
Timing is critical in the service industry. Service companies – across numerous industries – are often called upon in times of emergency and must respond quickly in order to meet the customer’s need. Whether it’s responding to a heater failing in January or performing routine maintenance on a high-value piece of security equipment, quickly responding to a work order requested service is a critical part of the customer experience and influences the way they view your organization.
The schedule of a field worker can be unpredictable. While a worker can have a list of appointments scheduled for the day, they can’t always be prepared for last minute, emergency work orders. Additionally, once on-site, technicians may encounter unexpected issues or requests that require them to perform additional services or leave to get additional parts. It’s important for field workers to adapt to changes in their work schedule or on the job site and communicate these changes to their managers and the customer.
Technical Expertise & Salesmanship
Techs are no longer just the guys that fix things. They have evolved into on-site salesmen who interact directly with the customer and have the unique opportunity to sell service agreements, additional work or products on-site. This role has been enhanced with mobile automation tools, which allow field workers to create estimates, get sign off from the customer and perform the desired service – all while on site.
Field service workers are critical to a field service company’s success, so it’s important that these workers have the right skills and characteristics to provide the highest service possible. Service organizations can help empower their workers to be successful by giving them tools that provide them with essential job information – when and where they need it – making them more productive and reducing errors.