As a field service engineer, you have to deal with various challenges and expectations when scheduling service calls. You want to satisfy your customers, but you also have to follow your company's policies and procedures. How can you balance these two aspects and manage your time and resources effectively? Here are some tips to help you.
The first step is to understand the urgency and importance of each service call. You can use a simple matrix to rank them according to their impact on the customer's operations and satisfaction, and the potential risks or costs of delaying the service. For example, a critical issue that affects the customer's safety or revenue should be your top priority, while a minor issue that can be resolved remotely or later should be your lowest priority. This way, you can allocate your time and resources accordingly and communicate your rationale to your customers.
I've found clear communication is the key in so many situations in life and work. Most misunderstanding and conflicts can be root cause analysed and often times will find one or more areas where there was a miscommunication or misalignment of expectations. Creating balance between customer needs and company policy revolves around setting proper expectations with all stakeholders while remaining adaptable and continuing to communicate. This includes the customer as well as company leadership. Alignment of expectations of everyone involded and if/when things change, communicating quickly in order to realign expectations creates the best balance in my experience
The second step is to plan your service calls in advance as much as possible. You can use a calendar or a scheduling software to organize your appointments, travel time, and availability. You can also check the weather, traffic, and road conditions to avoid any delays or disruptions. Planning ahead can help you optimize your route, reduce your costs, and avoid conflicts or overlaps. It can also help you prepare the necessary tools, equipment, and documents for each service call.
The third step is to communicate clearly and proactively with your customers and your company. You can use phone calls, emails, texts, or other channels to confirm the details of each service call, such as the date, time, location, scope, and duration. You can also inform your customers of any changes, delays, or issues that may affect the service. Likewise, you can report your progress, results, and feedback to your company. Communication can help you build trust and rapport with your customers and your company, and ensure that everyone is on the same page.
The fourth step is to be flexible and adaptable to changing situations and demands. You may encounter unexpected problems, requests, or opportunities that require you to adjust your schedule or approach. For example, you may find a more serious issue than expected, or you may receive an urgent call from another customer. In these cases, you need to weigh the pros and cons of your options and make the best decision for both your customers and your company. You may also need to negotiate or compromise with your customers or your company to find a mutually acceptable solution.
The final step is to learn and improve from your experience and feedback. You can review your performance and outcomes of each service call and identify what went well and what can be improved. You can also ask your customers and your company for their input and suggestions on how to enhance your service quality and efficiency. You can then apply these insights and best practices to your future service calls and improve your skills and knowledge. Learning and improving can help you achieve higher customer satisfaction and loyalty, and lower operational costs and risks.
It’s key to first hand, listen to the customers wants or needs. Hear them out. Then politely go over any options. If there’s an obstacle. Explain to them As if they were close family. Be honest. Asking them if there’s anything else you can help clarify on.