Field Service Organizations (FSOs) often entrust their Field Service Engineers (FSEs) with the responsibility for generating incremental service revenue. In other words, they are assigned the role of a salesperson. Despite good intentions, these strategies do not always produce the results they were intended to. While FSEs are perceived as trusted advisors and represent a logical sales channel, they face challenges and obstacles to effectively carrying out this role.
The resolution requires a change in culture, mindset, and systems. Instead of selling, FSOs and their FSEs need to view service sales as an extension of the service delivery process. In other words, they need to treat service sales opportunities as just another opportunity to provide a service. In this case, the service involves a proactive recommendation on the part of the FSE to the customer.
Companies who take this approach find that they can add value to their customers and differentiate themselves in a crowded market. Of course, the must follow the right strategy and business model to overcome obstacles and achieve success.
Join us in this month’s edition of Field Service Insights where Service Industry expert Jim Baston provides his perceptive on strategies and tactics for Overcoming Hurdles to Engaging your Field Service Technicians in Business Development