As a home service company, one of the major aspects of your business are the men and women working out in the field. Service technicians tend to be the bread and butter of plumbing, HVAC and electrical service providers and, not only are these individuals tasked with nitty-gritty work, they also tend to be the first handshake between your customers and your business. With such a high level of importance, it is vital to the success of your company to understand exactly how your service techs are performing.
Tracking technician performance is a common practice among major home service companies, but doing so with a robust ROI and without insulting your employees isn’t widespread. Customer relationship management (CRM) practices can help you get a better understanding of where your techs stand in order to give them incentivized encouragement should they need to improve.
When reviewing your CRM tactics, consider the following to better track your service techs and improve your business:
- Sales Conversions: There should be no doubt that any service tech doubles as a sales person, especially in regards to plumbing, HVAC and electrical. Converting calls into extra revenue from sales of new or complementary products can help your business expand, but you’ll never know if you don’t track conversion rates. By doing so through software as a service (SaaS), you can pinpoint which techs are struggling with sales and better arm them with technology to improve.
- Time from dispatch to arrival: Customer satisfaction depends on timely service and when issues regarding heating, electrical, air or plumbing arise, a prompt arrival time can mean the difference between a repeat customer and a negative review. Using CRM software to track the time spent from dispatch to arrival can help you uncover any lost opportunities and help you take corrective measures with your techs.
- Customer feedback: More often than not, your service techs will spend hours with a customer fixing a problem, meaning they are a true representative of your business. By reviewing their customer service with post-job satisfaction surveys, you can better track their overall performance and determine if further coaching is needed. Having an understanding of your service techs' performance can ensure the strength of your field team and help guarantee that no opportunity for business growth is missed. While important, the act of tracking sales conversions, job completions and technical aptitude is admittedly time consuming, but by investing in a platform that can do so automatically, like ServiceTitan, the process can be implemented with ease.