Industry tips, expert analysis and unique insight from the Pointman team.

How Happy Checks and Follow-up Calls Help Ensure Customer Satisfaction

Happy checks and follow-up calls are two important methods for ensuring customer satisfaction, and for increasing business, referrals and revenue.

August 13, 2019

Customer Service

5 Customer Success Tips to Sound Like a Pro on the Phone

How do you sound on the phone to your customers? Check out five customer success tips to help you sound positive, confident and professional.

August 6, 2019

Customer Service

3 Reasons Why Turning Your Existing Customers Into Repeat Customers Is So Important for Your Business

Focusing on existing customers and encouraging their repeat business can pay off in a big way for home service business owners.

July 9, 2019

Customer Service

Three Easy Ways to Make Your Customers Love You

You should want your customers to love you because if they do, it means you’ve provided them with a world-class experience.

February 11, 2019

Customer Service

Let’s Get Personal: 3 Ways to Grow Your Customer Relationships

Developing a rapport with your customers is a way to build loyalty and increase referrals.

January 17, 2019

Customer Service

How to Schedule More Jobs When You’re Already at Capacity

It’s summer, 95 degrees outside, and you are booked over capacity. So how do you fit in another job? Organize your scheduling, define your pricing strategy, and develop a compensation strategy. Learn how to book another job once your schedule is full.

June 26, 2018

Customer Service

You’re A Hero - Leave Room to Save the Day

Companies are able to grow when their customers are delighted. Being able to be the hero to your customer on the most stressful day of their week or month can be revolutionary for your business.

May 16, 2018

Customer Service

Discounts Can Build Trust with Your Team and Your Customers

Now that you’ve got your own contracting business, you’re free to give discounts to customers at your own discretion. Discounts make a big, fast impression. But do you let your employees give discounts?

May 10, 2018

Customer Service

How To Grow Customer Relationship, So You Can Grow Your Business

Reaching out to a customer after a job to thank them for the opportunity is more than just good manners – it's a way to build a relationship. Demonstrating to a customer that you listen is one of the key ways you'll earn their respect, trust, and ultimately their long-term business.

May 1, 2018

Customer Service

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

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.

April 9, 2018

Customer Service

How to Make Sure Your Customers Aren’t Leaving You

Customers switch providers for all kinds of reasons. However, a poor customer service experience drove the decision of a whopping 72% of service company customers who switched to another provider. Why? For the most part, that interaction with a CSR is the main interaction the customer has with the company and represents the company.

March 10, 2018

Customer Service

How Mobile Technology Helps Shift Focus to the Customer

Field Technicians are the face of many companies and now mobile technology investments must shift in focus from just cutting costs and increasing efficiency to really being about the customer.

February 6, 2018

Customer Service

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