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How can you maintain energy and focus during demanding service calls?

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As a field service engineer, you face many challenges on the job, such as complex technical issues, tight deadlines, unpredictable environments, and demanding customers. These factors can drain your energy and affect your focus, which can compromise your performance and safety. How can you maintain your physical and mental well-being while delivering high-quality service? Here are some tips to help you stay energized and focused during demanding service calls.

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Dan Donati

Owner at DMD Mechanical Inc.

1 Plan ahead

Before you head out to a service call, make sure you have all the information, tools, and resources you need to complete the task. Check the work order, the customer's history, the equipment specifications, and the service manuals. Pack your toolkit, spare parts, personal protective equipment, and any other items you may need. Confirm the appointment time, location, and contact details with the customer. Planning ahead can help you avoid unnecessary delays, stress, and frustration, and allow you to focus on the problem at hand.

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2 Take breaks

Working non-stop for hours can exhaust your body and mind, and impair your judgment and attention. It is important to take regular breaks during your service calls, especially if they are long or complex. Breaks can help you recharge your energy, refresh your mood, and restore your concentration. You can use your breaks to stretch, hydrate, snack, breathe, meditate, or do anything else that relaxes you. Try to schedule your breaks at intervals that suit your workflow and the customer's expectations, and communicate them clearly and politely.

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3 Communicate effectively

Communication is a key skill for field service engineers, as it can influence your relationship with the customer, your understanding of the issue, and your ability to resolve it. Effective communication can also help you maintain your energy and focus, as it can prevent misunderstandings, conflicts, and complaints, and foster trust, satisfaction, and cooperation. You can communicate effectively by listening actively, asking open-ended questions, explaining technical terms, setting realistic expectations, providing updates, and seeking feedback.

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Dan Donati

Owner at DMD Mechanical Inc.
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Difficulty with a service call is inevitable whether it’s the technicality of the repair or the customer’s response to the amount of the repair. How do you deal with it? Well, you better be able to communicate what the problem is, what caused the failure, and what it will take to resolve the problem. Then the cost of repair is sometimes a rebuttal. All this comes into play with certain customers. Stay calm, stay focused, and explain how, what, and why. It’s challenging, but it is up to you with articulate communicatively and accurately. Good luck my friend!

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4 Learn from others

One of the benefits of being a field service engineer is that you can learn from other professionals in your field, who can offer you valuable insights, tips, and advice. You can leverage your network of colleagues, mentors, managers, and trainers to enhance your skills, knowledge, and confidence. You can also use online platforms, forums, blogs, podcasts, and webinars to access relevant information, resources, and best practices. Learning from others can help you improve your performance, solve problems faster, and stay motivated and curious.

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5 Reward yourself

After completing a demanding service call, it is important to acknowledge your efforts and achievements, and reward yourself for a job well done. Rewarding yourself can help you boost your morale, celebrate your success, and appreciate your value. You can reward yourself in different ways, such as treating yourself to a meal, a drink, a hobby, or a nap, or simply giving yourself a pat on the back, a compliment, or a smile. Rewarding yourself can also help you close the loop on the service call, and prepare for the next one.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you maintain energy and focus during demanding service calls?

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2

3

4

5

6

1 Plan ahead

2 Take breaks

3 Communicate effectively

4 Learn from others

5 Reward yourself

6 Here’s what else to consider

Field Service Engineering

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How can you maintain energy and focus during demanding service calls?

1

2

3

4

5

6

1 Plan ahead

2 Take breaks

3 Communicate effectively

4 Learn from others

5 Reward yourself

6 Here’s what else to consider

Field Service Engineering

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