Pointman Blog

Tough Conversations (1/5): Turn Around Problems for Your Customers

Posted by David Thiemecke on 11/3/17 1:09 PM

How can I help a disgruntled customer?

When I started running customer service almost ten years ago, upset customers scared me. By the time the customer called me, he or she had already exhausted any patience with my office manager or field service manager and my hands-on team.

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Tags: Customer Delight

Case Study: Max Service Air Conditioning “So easy a caveman could do it”

Posted by Stephanie Magnuszewski on 9/29/17 2:11 PM

Felix Conde runs Max Service Air Conditioning in West Florida, he’s worked on several other business and field software solutions and nothing ever seemed to fit his needs. He wanted something that was simple, intuitive and made sense for his business.

We had a chance to talk with Felix shortly after his team implented Field Nimble home and field service software for his business. 

Here's what Felix has to say about the increased efficency Max Service Air Conditioning experienced.

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Tags: Case Study, Customer Delight, HVAC Contractors

3 Benefits of Customers Declining Work

Posted by Greg Dooley on 9/19/17 2:08 PM

Nobody likes to hear "No" from a customer.

When you've made a significant investment of time and effort to explain and present great options only to have the customer tell you that they just want the quick and inexpensive fix, it can be easy to take the work you've done, crumple it up and "circular file" it.

A better option is to get your customers and prospects to actively decline work you've suggested. Here are three reasons why.

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Tags: Customer Delight, Invoicing & Payments, Pricing and Margins

Do You Know Your Customer? 5 Ways You Can Get to Know Them Better

Posted by Keelin Burke on 4/24/17 3:38 PM

In the past, businesses used to be community centric to the point where many business owners knew each of their customers by name. The only “demographics” they thought about were which people lived in their neighborhood. Nowadays, the increase in globalization and introduction of the internet has completely revolutionized how we as a society communicate with and view customers. Customers are thought of as groups and numbers rather than individual people.

In the field service industry, techs are in a unique position to get to know the customer better than many other professionals because of how close-to-home (literally) the work they perform is. While this has its pros, there are also a lot of cons to working so closely with customers, one being the heightened expectations they have.

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Tags: Customer Delight

Top 6 Reasons Your Field Service Company is Losing Customers to Someone Else

Posted by Keelin Burke on 4/19/17 3:57 PM

Customer relationships are sacred. One wrong move can quickly send even a loyal customer searching for a new company to use in the future. Sometimes there are clear indications that a customer is ready to jump ship, other times the reasoning is more subtle, however to the customer - it means everything. Situations like negative customer experience or poor job completion are obvious reasons why a customer would choose to move on, however sometimes there are more factors at play.

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Tags: Customer Delight