42 Rules for Superior Field Service. The Keys to Profitable by Rosemary Coates

By Rosemary Coates

With few exceptions, the provider company is considered as a "necessary evil". Servicing items, when they are bought and in buyers' arms, is often neglected and will be a resource of shopper dissatisfaction and revenue loss. This pondering leads to ignored possibilities to transform buyers into advocates and to generate major enterprise revenue.

Complicating box carrier operations is the worldwide nature of commercial – the place your buyers are, the place your items are synthetic. Sourcing worldwide elements, dealing with the elements provide chain and the funding required are the issues that hold managers up at evening.

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Extra resources for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty

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Operations Rules: Rule 11: Shit Happens—Plan Ahead and Be Prepared Rule 12: You Can’t Get What You Don’t Measure Rule 13: Engineering Change Orders Can Be Field Service Financial Disasters Rule 14: Pay Attention to Returns Rule 15: Help Customers Determine the Cost of Downtime Rule 16: Consider Outsourcing Rule 17: It’s Good to Be Green Rule 18: Build and Maintain Accurate Installed Base Data Rule 19: Train Your Teams to Deal with Counterfeits Rule 20: Field Service Feedback Is Essential for New and Improved Products Rule 21: To Get Where You Are Going, You Need a Road Map Rule 11 Shit Happens—Plan Ahead and Be Prepared Have a recovery plan ready to assist customers when disaster strikes.

Take Tylenol vs. a store’s generic brand: Generally, we perceive the Tylenol brand to have more value and thus command a higher price even though the drug formulation may be identical to the generic. We actually pay more for a brand with a good reputation. And customers’ paying more translates into better margins for the business. In the industrial products and electronic equipment world, fast and effective service is dependent on uptime. Businesses depend on having their networks and production running all the time.

For example, train traffic monitoring systems, air traffic control, Wall Street trading networks, and hospital systems all require very high uptime. 9999% reliability (uptime). This translates to an outage of just 31 seconds per year. Telco companies often buy redundant equipment and demand service response within a one- to two-hour window to fix any broken equipment so they maintain at least one level of redundancy. Dentists and other small businesses may require high levels of uptime, too. If the vacuum system or autoclave in a dental office goes down, the office must shut down until the equipment is fixed.

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