Is service a threat or an opportunity? This was the question posed by Alex Boyle, director of partner development, and Justin Cook, trainer, both at OneVision Resources, at their Wednesday afternoon CEDIA Expo education session. As it turns out, they say it’s completely up to you.
Boyle and Cook proceeded to break down the ways to improve and succeed at service execution, including how to enhance your service team, empower your sales team and how to measure success at every step of the install and service journey.
According to the duo, having a service mindset doesn’t mean you have to lose profitability. By making sure you have systems and processes in place, whether you are a one-person shop or a medium-to-large business, it helps to ensure that you are making use of the opportunities you encounter each day.
“Build out your org chart and put your face on it,” encouraged Boyle. “Then, when you want to expand, expand. Hire some awesome people and fill those roles. Remove your own key-person dependency. Focus on the high-level operation stuff that you need to do, because you now have people you can manage and find people who are better at those roles than you.”
Another key point Boyle and Cook discussed in detail was tracking time on the service level.
“Make sure you are billing for your time,” added Boyle. “It starts with tracking 100 percent of it, and looking at what is in warranty and what is not. Make sure you are, in fact, actually holding your team accountable for charging for the work that they do.”
Key takeaways from the session:
- Consistent documentation of all events and client communication is key. This can be a free or charged ticketing system.
- Give your clients a dedicated service channel and nowhere else. Narrowing the ways your clients can contact you will help provide better service by reducing lost information and calls.
- Focus on the client experience first, technology second. Focus on the human and provide solutions.
- If you are using multiple rebooting systems, stop it and pick one.
- As you scale, you need to compartmentalize the responsibilities. Don’t think you have to do it all.
- Consistently meet expectations according to your service promise—be realistic, talk with your team and decide on what you can do.
- Hold the line—work with your team and avoid exceptions to your standards.
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