Stop Guessing What Your Field Service Customers Value

Lisa, is there anything else you'd like to share that we've not touched on? We've touched on a lot of different topics.

Yes, we have.

I mean, I would just like to say that maybe bringing it back to the survey, because this was one of the most remarkable things that came out is that we had a question around, you know, We had a question that was ranking 21 different options or something like that on aspects the service leaders would really sort of like to know more about and that they think is the sort of main area.

And actually with over 60% of the votes and outranking the second option with like 23 points was understanding what the customers really value.

Can you imagine? So this is like it's nothing new whatsoever.

But I do think where when we're in this predictive era and we speak about this, We sometimes go very quickly into the technology parts of it and we can do all of these things and then we forget the actual value drivers, right? And tying it back to the field service engineer, this is the face of the organization and they have an extremely important role in this interaction with the customer.

This is where service is actually where the customer enjoys the benefit of your equipment, so to say.

This is where it actually comes to life.

I mean, it doesn't work until it's plugged in.

So the customer really enjoys your brand through the performance of the equipment and through the performance of your service.

And the person coming through the door to help you with this is obviously your point of contact in most cases, right? And We sometimes say that we should maybe train soft skills on the field service technician.

I think that's true, but we can probably not also assume that field service technicians are suddenly going to become salespeople.

I don't think that's the right way to do it.

They won't

become salespeople, but they can feed in a lot of very good information to the salespeople.

Exactly.

And that was exactly the point.

If we really want to know what the customers value, we probably need to start creating interfaces and sort of...

A lot of the platforms are built around, you know, the operational aspects, you know, equipment, parts, catalogs, repair, you know, but if there's also... sort of a customer interface there, if you may, lack of a better word, but where, you know, and I think more and more people are doing this and I hear it in the audiences as well, but really try to optimize how you get your field service technicians to Spill that intelligence into your systems and then, of course, route this up as a possibility for the commercial departments to follow up.

And then give the field service technicians the recognition, even if it could be monetary, it could be financial, but it could also be some kind of points or gamification or whatever you like.

Or just recognition.

Yeah,

exactly.

Let's not forget simple recognition, you know, a pat on the shoulder in the most positive way and just say a high five.

And, you know, really, we see you, we hear you, you've done this.