When building your small field service or HVAC business, your employees are the backbone of the company. Without someone out on the road servicing customers, all other parts of your business are rendered useless. Here’s 4 ways you can help your employees build the reputation of your company and expand your business.
1. Prepare them for each job as much as possible.
The more your people know about the job they’re being sent to do, the faster and easier it will be. When taking jobs from customers make sure you get as much information as you can, including relevant appliances you may be repairing or servicing. When you’re performing maintenance work, keeping records on past services, installation dates and site conditions will speed your jobs and improve the efficiency of your people out in the field. This includes diagrams and notes on the installed appliances as well. Make sure the person on the job knows the (most likely) cause of the problem on repair jobs and keep them updated with tried and true solutions.
2. Start making records of the job while still there.
Scheduleflow has a number of useful tools to help technicians while they’re on the site, particularly storing photos taken on the job on our server. Take pictures of obstructions, the site before work starts, the site after work starts and so on. Photos are kept on the server attached to the job they were taken on, allowing you to go back and see exactly what was happening when a customer complains about messy work areas or failed fixes. Photos of previous successful jobs can also be useful for showing employees unfamiliar with an appliance what to expect, knowing what to expect on a later maintenance mission or figuring out why a particular fix didn’t work (or did!).
Another useful thing to use Scheduleflow for is taking customer signatures, noting what actions were performed while solving an issue and making sure safety checklists are completed.
3. Reduce your technicians paperwork stress.
Use online tools to capture data and reduce the amount of time your people spent filling out forms. Scheduleflow can generate invoices from jobs electronically and email them straight to clients and, as already we mentioned, take customer signatures, provide custom reports like safety checklists and more. Take notes while you’re looking at the problem and keep them all safely recorded in the same place to easily browse and revise.
4. Talk to your technicians about talking to customers.
99% of the time the only face your customer will see representing your business is the person you’ve sent out to help them. Make sure your technicians are ready to deal with customer complaints and politely recommend new services your company provides, as well as gather valuable feedback about how your customers feel about the service they have provided and the interactions they’ve had with your company. Your employees should also know how to act professionally and politely when entering customer homes and businesses while doing their job.
What do you do to get more out of your field service and HVAC employees? Let us know in the comments or at email@example.com.