It’s that time of year again in the US. That time where we gather with our loved ones and share a feast, watch football and parades, and reflect on what we are thankful for.
One of my favorite presentations at ClickSoftware’s recent ClickConnect conference was from J. Randall Hunt at Amazon Web Services. While he spoke about Amazon’s cloud infrastructure and how it is empowering organizations such as NASA and SpaceX, he also spoke about innovation for the enterprise. In his presentation, he also introduced two extremely pertinent and powerful quotes, both of which are worthy of their status as inspirational posters/memes etc.
“Memorable customer service comes from emotionally engaged employees”. This a quote from one of our keynote speakers at this year’s Smarter Services Symposium. But what happens when those employees are not your own W-2 workers? What if you are partnering with a third party and outsourcing field work?
“…the only thing we have to fear, is fear itself.” – Franklin D Roosevelt (1933 Inaugural Speech)
If you ask a field service business leader to list the most important metrics for his/her business, the list would include the likes of:
“Change or Perish!”
Note: This is the 2nd of our 3-part blog series on consumer perceptions of field service delivery. An introduction to the project is found in Blog 1 – Field Service Performance: What Resonates with US Consumers. This post focuses on the opportunity in field service relationship management.
Our research typically focuses on polling the leaders of service organizations. To that end, we’ve documented field service progress and challenges extensively. We look to continue to do so via our ongoing coverage and our annual Smarter Service Symposiums. Recently, we’ve branched out into getting different perspectives and ratings from the various stakeholders in the field service delivery chain. In May 2016, we published a report highlighting key take-aways from direct surveying of front-line field service technicians. The research yielded valuable insights, specifically around the day-to-day obstacles encountered by technicians in getting work done. We will continue our focus on technician-oriented research.
Some of my ideas are original. This one isn’t. I’m glad to say that it isn’t, because I come across so many bright minds in the field of service management. One of those minds is Steve Nava (www.linkedin.com/in/stevenava1) at Luminex Corporation, Austin, TX. In a recent conversation with Steve, he spoke about his intent to extend the concept of an open office to his field service workforce. What a novel idea.