Motivating Technicians to Provide Superior Customer Service

Lawrence LloydFebruary 2nd, 2016

Being a field technician can be incredibly taxing. Running around town from job to job and dealing with traffic, suppliers, and unhappy customers can make it challenging for techs to provide excellent customer service without fail.

But as any successful service company knows, great customer service is one of the hallmarks of a successful operation. If a business can’t motivate its technicians to provide the best service, its customers may be motivated to seek out competitors.

One way to address this issue is through technology. Performance-based software (especially platforms that are tailored specifically for home services companies) can encourage technicians to go above and beyond for customers. Here are some of the key ways in which this software can improve a team’s customer service:

Dynamic mobile technology. Mobile apps can provide technicians with access to a customer’s entire job history, including any previously unsold estimates. Revisiting these estimates serves to remind the customer about needed equipment, and it helps to build trust with the technician. Plus, thanks to interactive pricebooks and estimation tools, mobile apps provide a powerful visual way to upsell and cross-sell products and services. Building an estimate can become a memorable experience that impresses customers.

“It sets us apart and the guys love it because it cuts out a lot of handwriting,” said Troy Gardner of Plumb Level, a Texas-based plumbing company. “If we were in a larger area, I imagine there’s a lot of companies that operate the way that we do. But in our area, nobody has an iPad, so that sets us apart from our competition, plus the fact that we accept credit cards on the spot. Just the ‘shock value,’ if you will, is worth a lot.”

Check out ServiceTitan’s “Increasing Technician Sales” video below to see how mobile technology can sharpen a technician’s focus on customer service:

Utilizing a leaderboard. Performance-based software enables the tracking of each technician’s performance, so there’s no hiding behind the group’s performance. Technicians who know their results are being tracked feel more accountable for their customers’ satisfaction. The presence of a leaderboard can be powerful — it gamifies technician performance to promote friendly competition and give techs visibility into how their coworkers are tracking. This tracking is available in real time, so if techs are on top of the leaderboard, they’ll make the extra effort to maintain their top-dog status. If they’re lagging behind, they’ll feel pressured to catch up with their colleagues.

Check out ServiceTitan’s “Assessing Technician Performance” video below to see how this scenario can play out:

Does your service business need help motivating its technicians to provide better customer service? If so, give us a call to find out how ServiceTitan can encourage your employees to put customers first.

Solid advice delivered to your inbox.
Hiring Techs? We Can help!

Related post

6 Keys to Increasing Your Average Ticket by Leveraging ServiceTitan Technology

Rachel Stepowoy, enterprise administrator for a family business that includes seven Roto-Rooter franchises in Ohio, Michigan and Illinois, was recently a guest on a ServiceTitan webinar on implementing Estimate Templates, and the benefits of doing so. 1. Study reviews, especially those that are less than five stars, to find opportunities to improve your business.Four-star reviews that praised the service but questioned the price alerted Stepowoy and others in management at her company to the need to better educate customers and offer more options. That reminded her of the importance of reading those less-than-perfect reviews in a different way. 

8 Keys for Writing Email Subject Lines that Actually Work

Email is an extremely useful tool you can leverage to communicate and engage your customers. But you might be wondering how to stand out from the crowd in their inbox.  To get your emails opened more often, you need strong email subject lines that are both relevant to your message and attention-grabbing. If you’re not sure where to start, check out these easy tips for writing email subject lines that actually work.

Plumber Techs Build New Florida Plumbing Company Using ServiceTitan Software

Chris Gist moved to the suburbs of Pensacola, Fla., in 2017 with the goal of using his 20 years of management experience to find new work closer to home. He landed a job as an office manager for a local plumbing company. That’s where Gist met master plumber Christopher Stewart, who was the company’s lead technician. But when new owners took over, Stewart left to do his own thing. Unhappy with the situation under new ownership, Gist left too. In October 2018, he joined a buddy to do roofing jobs in nearby Panama City for a couple of months after Hurricane Michael made landfall in the Florida Panhandle.