Jim is president of BBA Consulting Group Inc. a management consulting and training firm dedicated to helping technical service firms leverage the untapped potential in their business-development efforts. For additional information visit bbaconsulting.ca. "
Seven areas management must focus on to instill a strong, customer-focused, business-development culture.
Determine how to promote your technician’s efforts through proactive business development.
Engaging your technicians in business development activities can increase the value to the overall service your company provides.
You should view your technicians’ proactive efforts as a service rather than a selling activity.
A simple approach leads to an exceptional service experience for your customers.
Ensure all team members act together to contribute to an exceptional customer experience.
You can learn a lot about excellent customer service by watching your truly great technicians.
Customer service plays a major role in creating the experience the customer enjoys (or not) when doing business with us. Here are five steps you can take to make customer …
Referrals play a critical part in any service company’s business development plan and are arguably the most effective way to grow your business.
Seize the opportunity to define the customer experience through the conversations your technicians have with your customers, and manage the image they portray to your customers.
Although the secret of success in service may be to profitably provide what the customer really wants, effectively addressing those wants is far from easy.
Good customer service, while once the basis of competitive advantage, has become increasingly a necessary condition for doing business — particularly within mature industries such as HVACR.
As managers and leaders, you’re responsible for the actions of your employees and you have an obligation to ensure they’re equipped to successfully deliver upon it.
Companies with a positive bedside manner create a positive customer experience. Here are four steps to creating such a manner.
Field service technicians are on of the greatest business-development resources of any commercial service company. Some firms have trained their technicians on selling, but most service managers I know agree …
