How to Build High Performance Field Service Teams
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- March 3, 2014
Field service technicians talk to and visit customers daily, assist them, and represent your company’s products and services. Because your customer may have no other interface to your company or your brand, it is essential that you build a high performance team will ensure the best possible outcome for your customers and great results for you.
Field Service is a “people” business above all else. High performance team players have certain characteristics. How does your team measure up on these necessary traits?
Follow these steps to improve and achieve superior field service with an “A” team and build customer loyalty.
1. First, Set Your Goals
It is a mistake to try to shoehorn service techs into positions based on performance, seniority and personality. Instead, to design an effective, high performance organization, set your goals and then organize your staff to achieve those objectives.
2. Align People to Stretch Goals
Now that goals are clearly set, define how your FS staff will advance these objectives and formulate new strategies to achieve goals.
3. Choose Top Talent and Passionate Champions
The best companies seek out and hire “A” players and won’t settle for less.
4. Build Blueprints for Success
Once you have the best talent on staff, plan to continue building your organization and formulating strategies. Invest time in planning for the organization and with each team member. Think of your business as a blueprint for building a house:
5. Use the Language of Teamwork and Success
Plan to create team spirit and set an example to provide language for teamwork and achievement. Change the way you talk to set the organization on the right track in a subtle way. Use words and concepts such as:
6. Focus on Results
Set expectations and achievement goals to motivate and promote excellence in service.
7. Create a Culture of Collaboration NOT Competition
As the leader; you set the tone for your organization. Create an atmosphere of openness, acceptance of ideas and cooperation. Welcome new ideas:
8. Plan for Rewards and Recognition
Reward and recognition programs help acknowledge and retain great employees and encourage the right performance.
What can you expect from high performance team efforts?
About the Author: Rosemary Coates
Coates is the president of Los Gatos, Calif.-based Blue Silk Consulting, which advises companies on global supply chain issues, and the author of “42 Rules for Superior Field Service.” Coates will speak at SmartVan’s 2014 Field Service Roadshow in Boston on building high performance teams for the field.
*Fortune Magazine’s 100 Best Companies to Work For
Image via Canstock Photo