Techs & tats: how service technicians got a bad rep, and how to repair it

In an industry plagued by customer dissatisfaction and a habit for skipping the background check, technicians get a bad rep. Often seen as unclean, untrustworthy, and unfriendly, technicians must perform the job regardless.

How do we repair that image and start providing white-glove service that customers really deserve? I have a few tricks for your business that can put customers at ease and help you single-handedly repair the negative image of field service in your area.

Let them know who's coming

The customer often won't know who will be coming into their home or business. At least a few days ahead of time, send the customer a photo and biography of the technician, along with a list of expertise and skillsets.

Have a standard...and stick to it

There is no industry standard on background checks; some companies will even say they perform one on every employee, but it won't be 100 percent true. However, that background check could save you from potential liability issues (and it pays for itself in good help).

Appearance is everything

First impressions mean the world to an apprehensive customer. Three rules to follow: cover the tattoos, wear a clean company shirt, and smile.

Here are a few ideas from The SmartVan as well on attitude:

  • Educate and explain processes.
  • Always ask permission.
  • Work efficiently.
  • Don't talk about personal issues.

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