One of the most influential pieces of advice I can offer any service industry is to take the time to offer your technicians time.
Let’s take this in three different ways to see why this is important and the difference it makes compared to when things are rushed.
Each service business is unique and so will have different considerations in terms of demand and location but I generally suggest three jobs per day maximum for each technician.
This means the technician has more time to focus on delivering the best customer service experience possible every time, following each step of their sales process without fearing for time.
If you overload a technician with jobs then I guarantee you their mind isn’t going to be on the current job but instead they’ll be thinking “I need to hurry up, I’ve got two jobs in three hours to get to after this one.”
Each customer has to be treated as the most important customer your business has so if you deny workers time to allow this bond to be built then it’s never going to be possible to deliver this.
Having this schedule will mean your technicians will be more relaxed and confident and it’s going to be easier for a customer to see this and feel they’ve made the right choice in calling you.
I’m a similarly big believer in setting a specific weekly time for training and it’s something that’s a non-negotiable if you want to grow your business.
Training will influence your company culture and when done right has tremendous benefits on key areas such as loyalty, morale and recruitment.
It needs to be taken seriously and become a part of your company’s routine so it doesn’t matter how busy you are, how many technicians you have or even the type of training you perform, just get it done every week.
If you start slacking off with training it sends a negative message to your team and will negate any advantages it can bring you.
But it’s not enough to stop only at allowing time for training!
You must then give time for the training to take effect.
Think about being a technician who’s just started training on a Charlie Greer course provided by management.
You’re excited to be learning proven techniques from an industry leader but there’s a lot to get your head around and you know you’re going to need regular practice of this if you’re going to become a natural with using it.
How would you feel then if immediately upon receiving this initial training you’re then told sales must lift immediately based on the investment?
You’d be feeling under unnecessary pressure and your confidence will be all over the place because you know you need time to learn about Charlie yet you’re being denied this.
Time is the most valuable commodity in our industry and the great part is your company does have plenty of it available IF you use it wisely.
Things can get crazy in our businesses and though we may not necessarily feel this we do have enough time to position ourselves in the best position possible if you’re clever about it.
Allocate jobs wisely, put aside time for training and then allow your technicians to grow confident about it and your business will be all the better for it.