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

By Rosemary Coates

With few exceptions, the carrier company is considered as a "necessary evil". Servicing items, when they are offered and in consumers' palms, is usually neglected and will be a resource of shopper dissatisfaction and revenue loss. This considering ends up in neglected possibilities to transform consumers into advocates and to generate major company revenue.

Complicating box provider operations is the worldwide nature of commercial – the place your clients are, the place your items are synthetic. Sourcing worldwide elements, coping with the components offer chain and the funding required are the issues that preserve managers up at evening.

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

Example text

It is the place to generate lots of good ideas, however, just like this one. Next, let’s think about communication. If your perfect customer could communicate the need for service via any means, what is your preferred method? Phone? E-mail? Automated Internet transaction? How far in advance would you prefer to receive this communication? If you knew, for example, that your customer would need a service call in two weeks and that request would be communicated automatically, would that help you? Today, to achieve this perfect situation, many high-tech companies are adding self-diagnostic software into their equipment.

Very high-uptime requirements (such as telephone companies) will require equipment redundancy or on-site parts and technicians. First-time fix: Was equipment fixed correctly the first time? Service response time: customers may say they want 7x24 coverage but only want to pay for 5x12 service. MTTR (meantime to repair) MTBF (meantime between failure) SOFR (service order fill rate): Were you able to deliver all parts needed for repair? LIFR (line item fill rate): internal measure to determine effectiveness of your inventory planning systems Distribution quality: right parts at the right place Customer satisfaction after repair: How satisfied are they with the service?

These companies are able to acquire and keep good customers, who buy the company’s products and serve as advocates with other potential customers. In a virtuous cycle, loyal customers provide consistently higher-margin revenues that successful companies use to field constantly improving products, provide outstanding service, reward employees, and generate excellent returns for their shareholders. How do you turn a good customer into a loyal customer? Of course, you must market great products and solutions.

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