Each year, your company likely meets with employees on a one-on-one basis for a performance review. This reviews the employee's skills, contributions, and value to your company. It is also a way to assess how the employee is doing and to look for areas where improvements can be made.
There are four types of goals to discuss with your field techs:
Essence of the job goals
Professional development goals
Performance goals When considering these goals, keep the word "SMART" in mind. "SMART" stands for specific, measurable, achievable, relevant, and time-based. Goal setting for electrical, plumbing, HVAC, and garage door service technicians also benefits the technicians. Below, let’s look at some key tips on setting field service technician goals, and discover how ServiceTitan software can help your team achieve more.
1. Select Important Performance Indicators
The key performance indicators differ from shop to shop. Your business may place an emphasis on maintenance contract sign-ups, while a competitor may live or die by the number of overall jobs completed. The key performance indicators you set for employees should take into account your overall organizational goals.
For example, if your business has an overarching goal of reducing service all time by two percent, one of your key performance indicators could include how efficiently the technician works. Another goal may center around how many jobs are solved in one visit versus how many times the technician gets called back because the problem is not yet fixed. A technician with a high rate of callbacks may need to work on technical skills or get additional training on specific tasks
2. Include Job-Based Technical Objectives
Your field service technicians’ ability to complete technical tasks accurately and efficiently is the backbone of your business. Goal setting should include several job-based technical objectives—each determined by a tech’s job description and/or their training.
For example, a technical objective for a garage door technician might include the ability to replace the laser eye and test it for functionality. For an HVAC technician, you might include the ability to handle Freon and other chemical refrigerants safely and within the scope of your local environmental regulations. In most cases, you want your techs to always be striving to level-up their skills and grow into a well-rounded tradesperson.
3. Consider Customer Service Objectives
Imagine that you have a technician capable of solving even the trickiest of electrical or plumbing problems. That technician will not serve your company well if he or she is rude, leaves a mess in the customer's home, or refuses to explain the problem in a way that the customer can understand.
Some good customer service objectives to consider for your techs include:
Handling customer complaints
Giving customers professional, accurate, and polite advice
Establishing a good reputation with customers
4. Develop a Set of Work Ethic Objectives
The plumber or garage door technician who excels at technical skills will not help your company if he or she is unorganized, shows up late, or does not work well with others. Work ethic objectives provide you with a way of measuring how well an employee fits with the standards and culture of your company.
Consider developing a set of work ethic objectives for each of your field service techs. Those objectives should include compliance with directions, flexibility to work in a variety of conditions and environments, tact when dealing with irate customers, initiative to get the job done well, and a desire to improve work-related skills.
ServiceTitan is the cloud-based, industry-leading software solution for home service professionals. Not only has our all-in-one platform helped thousands of HVAC, plumbing, garage door, and electrical shops improve customer service and supercharge operational efficiency—but it has also helped businesses increase their revenue by an average of 25% after just one year, as well.
To learn more about what our field service business software can do for you, contact ServiceTitan today to schedule a demo.