Pointman Blog

How Going Green Can Save You Money!

Posted by Lauren Pszonak on May 18, 2017 2:48:16 PM

"Going Green” is a trend these days. Organizations make eco-friendly decisions for good publicity/public relations. However, there are monetary reasons to make these choices too!

We want to share several ways you can go green, then show how these moves will help save your company money.

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Topics: Business Owners

3 Quick Tips to Improved Inter-Office Communication

Posted by Lauren Pszonak on May 3, 2017 1:31:32 PM

Communicating is a part of everyday life that can easily go unnoticed. Both in and out of the office, we are constantly sending messages to the people closest to us, but are those messages the best representation of what we mean? 

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Topics: Business Owners, Office Productivity

The "Uber" of Field Service? How the Internet of Things May Change the Future of Field Service

Posted by Keelin Burke on Apr 27, 2017 4:22:47 PM

Have you ever traveled to a different city and have some last minute transportation changes? For most of us, nowadays. We know that if rental car trouble or lack of parking is an issue, we can turn to handy services like Lyft and Uber to pick us up. The wait time is minimal, the service is (typically) impressive, affordable, and gets you from point A to point B with ease.

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Topics: Cutomer Satisfaction, Customer Service, Business Owners

Why You Should Care About AI's Involvment In The Field Service Industry

Posted by Keelin Burke on Apr 19, 2017 3:14:08 PM

There’s been a lot of talk in the industry lately about how artificial intelligence is revolutionizing the field. Specifically, field service software providers are in a unique position because of how they can manipulate certain components of artificial intelligence to benefit those who are in the field service industry.

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Topics: Business Owners

How to Deal with Negative Reviews About Your Field Service Business (and What to Do About It)

Posted by Keelin Burke on Apr 18, 2017 10:46:45 AM

Picture this: A tech returns to the office after completing a complicated, lengthy job at a customer’s home. The job was completed without any apparent kinks, however about an hour later you receive a notification for a negative Yelp review regarding that same job! Shocked, you ask the tech why they didn’t let you know that the job had gone awry and customer was unsatisfied. The tech is confused and reports that the job went well, and that they were unaware that the customer had a bad experience.

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Topics: Cutomer Satisfaction, Field Service Software, HVAC Service Software, Business Owners

3 Tips to Dealing with Difficult Customers

Posted by Luke Collard on Oct 18, 2016 1:18:14 PM

Remember how excited you were the day before you opened your doors for business? The future was uncertain, but full of untapped opportunity. You couldn't wait to get started serving all those new clients. When it comes to business and new clients, you have to take the good with the bad, and the bad means working with difficult customers. Good customers can difficult and demanding, and so remember not all difficult customers are bad; many appear to be difficult because their HVAC systems aren't working, they were unhappy with your service technicians response to  their problem, or they are just having a bad day.  There are many ways to successfully diffuse a difficult customer, and with that we have the top 3 ways to deal with difficult customers.

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Topics: Customer Service, Business Owners

Service Tech Workflow: Documents, Technology, and People

Posted by Luke Collard on Jul 8, 2016 1:44:32 PM


It's not always easy to create an efficient workflow for large amounts of documents your business has to deal with. In order to get started with a new workflow for your company especially for your service technicians,  you need to check a few things. 

The first is which documents you believe are the most important to the success of your company. The second is what technology are you using to create, maintain, and store them. And the third is who are the people that use and care about them. Once you've compiled a list of the most important documents, assessed how they are produced, maintained, stored, and once you understand the needs of the document users you can look at the performance of your current strategy and see how it can be improved. You'll have to ask you and your staff questions like:


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Topics: Sales, Mobile Technology, Business Owners

The Year of Mobile Technology

Posted by Luke Collard on Jun 23, 2016 4:09:58 PM

According to recent research, it has been illustrated that home service companies that utilize mobile technology vastly outperform competitors in five key areas: effectiveness, service technician utilization, productivity, increased revenue, and increased customer satisfaction. 

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Topics: Sales, Mobile Technology, Business Owners

Should I add a Second-Task Rate?

Posted by Greg Dooley on Jun 14, 2016 1:02:14 PM

Sometimes I get asked about adding a second task rate – meaning a discounted rate for an add-on task to the customer.  My question back to them usually is – do you charge a trip / service charge? If the answer is yes then I am ok with a second-task rate, as typically the service charge covers the costs associated with heading out to the customer’s locations. If not, then in order to conserve margins I wouldn’t recommend the second-task rate, or at least too much of a discount with it.

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Topics: Sales, Mobile Technology, Business Owners

Electronic Signatures: A Reason to Go Paperless

Posted by Luke Collard on Apr 19, 2016 4:00:36 PM

Your best-laid plans of going paperless come to a screeching halt when you need to get a customer's  signature on a document.  According to recent study, getting a customer signature is the #1 reason why many companies don't go paperless.  Digital authorization through an electronic signature represents a high-tech and much needed response to the issues when dealing with paper and physical signatures.  Here is a brief video on how e-signatures can be captured by field service management software:

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Topics: Business Owners, Mobile Forms