Pointman Blog

Preparing Your Business for "Smart" Homes and Systems

Posted by Keelin Burke on Aug 9, 2017 2:27:00 PM

If you have a smartphone, you likely set reminders for a variety of things like picking up the kids, doctor’s appointments, dinner reservations, upcoming meetings, and more. Technology has been fast and furious working its way into our personal and professional lives, and the field service industry is no exception.

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Topics: Customer Service

SWRemote Improves Customer Service & Satisfaction

Posted by Lauren Pszonak on May 10, 2017 1:09:00 PM

In the field service industry, technicians are the primary face of a company for many customers. This puts a lot of pressure on techs to have outstanding customer service so customers are satisfied and will contact you for future jobs. 

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Topics: Cutomer Satisfaction, Customer Service

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

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

Posted by Keelin Burke on Apr 24, 2017 3:38:12 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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Topics: Customer Service

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

Posted by Keelin Burke on Apr 19, 2017 3:57:00 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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Topics: Cutomer Satisfaction, Customer Service

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

Streamline Operations with SWRemote & These Time Management Techniques

Posted by Andy Bagner on Aug 8, 2016 2:27:12 PM

With football season around the corner, no football player wants to get out on the field without a solid plan and neither should your service technicians.  Bolstering service technicians' productivity is a goal every service manager and owner tries to achieve, but if you don't yet have a plan, then your plan should be to make a plan.  Mobile technology can make this plan easier.  Here are three ways how mobile technology can give your service technicians a daily gameplan and streamline operations.

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Topics: Field Service Software, Service Technicians, Customer Service, Mobile Technology

The Importance to Get Customers to Actively Decline Work

Posted by Greg Dooley on May 18, 2016 10:10:32 AM
One thing I noticed as of late is the importance that contractors place on getting customers to actively decline work they don’t want performed. This not only gets the customers to understand the contractor may strongly recommend something, but also protects the contractor if something were to come up in the future related to this work. However, I find that many contractors aren’t tracking this information within a field you can follow up on at a later time; I think that is a big miss.  Especially if they simply get a signature next to it on the invoice and file it away to never return.
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Topics: Sales, Customer Service, Mobile Technology

4 Things that can make your Service Team Superior

Posted by Andy Bagner on May 12, 2016 2:24:28 PM
Over the past couple of weeks many people across different social media channels have been
posting a collection of 10 things that require zero talent.  You may have seen these listx before; the message behind these lists is that anyone can make a tremendous difference in the success of their life and their profession. This has led me to reflect back to when I was a HVAC service technician. I believe for a service techician to be superior in thier career they must follow four things from this list:
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Topics: Sales, Customer Service