Pointman Blog

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

Posted by David Thiemecke on Nov 3, 2017 1:09:44 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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Topics: Cutomer Satisfaction, 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

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

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