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The No. 1 Challenge for Field Service Managers Right Now? Staffing 26 Aug 2013 | 09:57 pm
Our recent research on field service challenges has provided us with some eye opening data with regards to field service workforce management priorities for the rest of 2013. Of the 225 organizations ...
The Key to Customer Satisfaction: Look at the Big Picture 22 Aug 2013 | 08:24 pm
How do field techs make sure their customers are satisfied? While getting the repair completed is important, customers are paying more attention to the overall experience with the company. Customers....
Survey: Training on Field Service ‘Soft Skills’ Can Pay Huge Dividends 20 Aug 2013 | 05:01 pm
Having a seasoned team of field technicians with stellar technical and customer-service chops is an absolute must. A new survey by Field Service USA, however, suggests that beefing up their sales skil...
Why the New iPhone Might Be a Hit With Field Service 19 Aug 2013 | 05:00 pm
It seems that on September 10, Apple will announce an updated version of the hugely popular iPhone, quite possibly tabbed the iPhone 5s (Link via @TechCrunch). The new phone will have updated capabili...
Cool Tool: The Phillips Screw and Screwdriver 16 Aug 2013 | 07:39 pm
First of a weekly series celebrating must-have tools in the field. This week: the ubiquitous classic, the Phillips screwdriver. Patented in 1936 by Henry Phillips, an Oregon businessman, the low-co....
The 5 Most Challenging Metro Areas for Fleet Managers 14 Aug 2013 | 07:40 pm
Field techs are always on the go, rushing to the next customer in the shortest time possible. But for fleet managers in many major U.S. metro areas, transit times pose a major challenge. Consider tha...
John Ragsdale: How Service Leaders Can Turn Around Bad Attitudes 13 Aug 2013 | 07:07 pm
In my book, Lessons Unlearned, I talk about the importance of loving your employees, and how to work with people who have bad attitudes to help them understand, and be empathetic, to the plight of the...
Aberdeen: 2 Key Tactics for Optimizing Parts Management (and Improving Your First-Time-Fix Rate) 12 Aug 2013 | 05:00 pm
Cash is king. The customer is always right. These two idioms often conflict as service organizations attempt to quickly resolve all customer issues and deliver a high level of service without breaking...
Service Execs Sound Off on Shep Hyken’s Advice 8 Aug 2013 | 10:21 pm
Late last month, Shep Hyken, customer service guru and author of The Amazement Revolution, made a powerful argument on SmartVan for why every field service executive should spend a day in the field. H...
4 Ways Fleet Managers Can Boost Driver Safety 6 Aug 2013 | 08:31 pm
The field service sector may be driving new profits these days, but service technicians behind the wheel every day won’t be driving anywhere for long if — like the rest of society — they’re equally as...
