By Rosemary Coates
With few exceptions, the carrier company is seen as a "necessary evil". Servicing items, when they are bought and in consumers' arms, is usually neglected and will be a resource of purchaser dissatisfaction and revenue loss. This considering leads to neglected possibilities to transform shoppers into advocates and to generate major company revenue.
Complicating box provider operations is the worldwide nature of commercial – the place your buyers are, the place your items are synthetic. Sourcing international components, handling the components provide chain and the funding required are the issues that maintain managers up at evening.
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Extra info for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
And that is the reason we have written this book: to pass on the best practices and to help you avoid the pitfalls. Before we started writing, we researched the available literature on field service, and there wasn’t much in the way of guide books. So we embarked on this journey to inform people about how to run a field service organization that performs well and makes a profit. We believe field service is a key to customer satisfaction and loyalty in most industries. You need to be smart about it and informed regarding the components of field service.
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. Parts may be expensive and only available from the original manufacturer. Many manufacturers prefer to have only their repair people service their equipment, so training may not be available at all.
You will have delighted, loyal customers. Rule 3 Ask and You Shall Receive What is the best way to find out what your customers want? Ask, of course. Field service organizations should not to make assumptions about customers. World-class field service organizations ask for feedback relentlessly. Marriott Corporation asks every guest every time if everything went well with their stay. On their web site, Marriott provides a place for written feedback that a guest might not want to deliver otherwise.
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