[Video Included] New Process? No Problem! Tips for Encouraging Team Compliance


Deb Spearing
VP of Human Resources
April 25, 2019
minutes to read

Implementing new processes is never easy. However, there are proven ways to encourage team compliance. With the proper approach and planning, you can successfully motivate your employees to understand why changes are taking place and — more importantly — to follow your new processes.

This topic was the focus of the latest webinar in our “Stay Ahead of Your Competition” series — and you can watch it now!

If you want to learn more about this topic, contact us at marketing@pointman.com with questions.

Looking for more insight into running your business? Pointman PACT can help. It is the only field service management software that is supported by unlimited business coaching, a team of analysts and a community of peers. Dedicated success coaches ensure you have the right processes in place, and offer the guidance you need for making changes that will have a lasting impact.

4. Add-On or Upsell Count and Amount

Here, we’re looking at repairs sold beyond the original reason for the call. Every time you enter a customer’s home your techs have the chance to sell value added work, beyond the repair itself. If you’re training your techs to sell add-on products, don’t you want to know who's doing it well, and who may need a training refresher?

5. Agreement Opportunities/Sales

Maintenance agreements are the key to a consistent client base and essential for keeping your team busy during the shoulder seasons. Every time your technician is in the home of a non-member there is an opportunity to sell. Are they delivering? You need to know.

6. Future Opportunities

Are your technicians talking to customers with forced air heat about the improved comfort that comes with a humidifier? How about the benefits of water softeners or whole-house surge protection? If the customer is interested, but not now, you need to be able to follow up on those opportunities.

How much money do you think gets left on the table just by failing to make a follow-up call to reintroduce an offered product or service? Tracking these opportunities can be the secret to putting more of that money in your pocket. These opportunities are the gold dust that’s hiding in your business. With a little work, there’s a lot of money just waiting to be panned for and earned.

7. Replacement Opportunities/Sales

Repairing a capacitor on a 17-year-old condenser, or the pilot on a 12-year old hot water tank? These are opportunities for replacement, and your techs should be offering that as an option along with the repair itself. You can determine what you consider a replacement opportunity in your business. But regardless of the conditions you establish, you want to know which of your techs is making the most of them. 

And if they didn’t sell? See the previous item. You should be setting this as an opportunity for a follow up.

Have any recommendations for additional information you’ve found to be essential? How do you make sure your team shares these details after each visit? We’d love to know — drop us a line here.

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