This article is guest post from Jim Baston. He is President of BBA Consulting Group Inc. and Author of the book: Beyond GREAT SERVICE-The Technician's Role in Proactive Business Growth
There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons. Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization. They know the technology, understand their company’s capabilities and know the equipment the customer is using and what they are trying to achieve with it. They also generally have the trust of the customer. Who is better at identifying products and/or services that the customer can use to make improvements to their facilities and operations?