Technicians are the Salt of the Earth
So many contractors complain about technicians. "I can't get them to do this, they won't do that. Why don't they understand? They're not company focused." And on and on it goes. I hear complaints like this all too often, and today my message is about the fact that this simply is NOT true for the masses!
I'm writing this from Montana where I've been onsite doing my training program all week with a terrific HVAC, Plumbing and Electrical company. I've had the opportunity to spend some wonderful time in the truck coaching ride alongs with some of the greatest technicians out there. These guys are salt of the earth type people.
Technicians like these are open to change. They want to improve. They represent the company well. They appreciate their ownership. They appreciate the opportunity they've been given. (Are you beginning to get the point?) Good, enough on that.
When owners and managers constantly complain about the front line people who bring the money through the door, a little alarm goes off for me. (Okay, it's a big alarm.)
These people are honest!
Are there bad apples in the bucket sometimes? You bet! Give me any profession, any industry, any religion, any group of people that doesn't. We are in the people business and our front line team is the backbone of our businesses. This is true of both the technicians and the CSR/DSRs.
These people want to do the right thing!
Guess what? Sometimes they haven't been trained effectively on what the right thing to do is! So, they make a bad judgment call or do something that they've been conditioned to do and wham, there's a manager badgering them on what they did wrong and how bad they are at their jobs.
These people have the ability to connect with our customers!
Combined with an open mind and an open heart, we can help our front line team really represent our companies well and they want to connect with customers. They just don't want to pressure sell them into something a customer doesn't want or need. GOOD! We don't want them to!
All we want is for them to offer a quality presentation based on all the wants, needs, and desires of the customer. So where does our role come into all of this? Training! Every month I get emails and appreciation from our Blue Collar Monthly Training Membership clients expressing gratitude for the videos we supply them with for training their technicians.
And yet, sometimes other contractors will rave about the videos and cancel their membership because "they don't have time" to utilize the videos. Wow! If you don't have time to train your people, then you better not have time to be in business. The service business has changed and the word service has a whole new meaning. I hope you're getting on board with the changes or you'll become a casualty of past thinking.
This is not about fear, this is about reality. Train your technicians. Coach your technicians.Work through challenges or mistakes they make and find out what they were thinking when they made a specific decision.
Technicians are salt of the earth type people as a group. I'm very proud that I get to spend a large part of my life working with them and helping them improve. Sure, I might do this with many companies on a national level, but this isn't about me. This is about you and how much time, training, and coaching you're giving your technicians. Give it some thought this weekend.
Dedicated to your success,