Ask yourself why not?

Change Your Thinking

"How would you employ these questions to encompass your team’s proactive recommendations as part of your service delivery?.."

Build your field team’s proactive efforts into your service delivery

"The challenge here is how you communicate the value of your team’s proactive efforts to your existing and potential customers..."

Position your team’s efforts as a competitive advantage for your customers

Your customers want to work with service providers who are proactively looking for ways to help them achieve their goals¹. By helping them recognize that your field team is using their knowledge and expertise to go beyond keeping their equipment in good repair and providing recommendations to address challenges and achieve goals, you can differentiate  your service business from your competitors.

Not only will you be able to show your customers that you are providing a much more valuable service than more reactive competitors, but you will boost your competitiveness in selling new products and unrelated services as well.

The challenge here is how you communicate the value of your team’s proactive efforts to your existing and potential customers. How will you use your website and social media to present the service and its value? How will your sales team position this to help them add value to the products and services they may be selling?

Again, it is helpful to view the proactive efforts as just one more service in your overall portfolio. Your field service team provides great value when they make recommendations that help your customers to be better off. In fact, one of the greatest compliments you can receive is when your customers can confidently say that they are measurably better off for having worked with you.

Isn’t it time to tell our customers what we are really up to?

REFERENCES:
1. One study found that 75% of customers that left one vendor to give their business to another were satisfied or very satisfied at the time that they left. Further investigation showed that the reason that they left, even though they were satisfied, was that they felt that the vendor that they were going to, was in a better position to help them achieve their long-term goals. Source: The Globe and Mail Report on Business, May 12, 2015.