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The Value of Staff Feedback

feedback

 

By Allan Ferguson

As a service business leader, spending time out on the field with your technicians and getting staff feedback can be highly practical strategies in determining sales targets and adjusting marketing plans.

After all, how do you know what actually a reasonable sales goal is if you rarely go out there in the field and see the market for yourself?

Your technicians are your company’s most recognisable ambassadors and I assure you the time they spend interacting with customers will lead to them having some great ideas and feedback for the service you provide.

By setting a schedule of allocating time to put yourself in a van and ride-along with a technician you give yourself valuable customer service experience and begin to legitimately develop a sense of what can be achievable by your technicians.

There’s nothing more demoralising for a team than having a manager set completely unrealistic sales targets and then grow angry at the team for not reaching them!

Finding this time to be with your technicians will also show how committed you are to “being there” for your team and the feedback you can get from the staff can go a long way to helping your business.

For example, you may find out in the time it takes your technician to drive to a job, sit in the van filling out paperwork and whatnot and then returning back to headquarters, they’ve spent an hour listening to the radio.

Why not then invest in training programs, put them onto USBs and distribute them to your technicians to listen to instead?

This way their time is being spent productively, you’re giving them access to valuable resources and with the right programs you will improve sales at a fast pace!

My technicians recently have been listening to Charlie Greer (include link) in their vans every day and just from applying his simple lessons have already created sales at a higher rate than the months before it.

Creating a culture in your business to consistently generate staff feedback is something I cannot recommend highly enough.

It’s so important to implement a system where employee feedback is encouraged and where technicians feel comfortable suggesting ideas knowing these will be acknowledged.

My company recently changed a marketing strategy regarding yard sign distribution due to a great suggestion from one of our field staff.

Plan ahead to find the time to be able to attend a call with a technician, start getting feedback from your staff and you’ll be impressed with the results!

Allan Ferguson is the CEO of Service Professionals Australia.

Have you listened to our podcast series Pipeline To Profitability yet? Please send your feedback and questions to admin@serviceprofessionals.com.au

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