How many service technicians does it take to service a rooftop package unit, a water heater, a chimney flashing, or an electrical panel? A surprisingly large number of companies don’t really know… or their answers aren’t consistent. According to most studies, companies don’t measure—or are even aware of—their “first-time fix” rate… That is, they don’t know how often they’re able …
5 Ways to Make Outbound Calling Successful
:: no video this week :: You can fight it if you want to, but outbound calling is a very important piece in the sales and service arm of most successful organizations. When you do it poorly it can be a terrible experience for the caller and the person receiving the call, but when you do it right, it can …
More FREE Online Training Videos Coming to Your Inbox in December!
You’re always looking for ways to enhance your company, and your SGI client success managers want to do whatever they can to help you in that mission! That’s why, starting in December, you will have an opportunity to watch a helpful video from an SGI CSM every week! It’s called, the Coach’s Corner! In Coach’s Corner, you’ll receive fresh new …
Performance is the Key to Success
Key Performance Indicators (KPIs) help companies and organizations understand how well they are performing in relation to their strategic plans and objectives. In other words, a KPI can give you important performance information that enables you to understand whether your company is on track or not. You must measure what matters most KPIs allow us to take a small number …
You Must Let Go, If You Intend to Grow
Letting go is never easy. Whether you are giving the car keys to your teenage child for the first time or allowing your new dispatcher to develop the service schedule, stepping aside and allowing someone else to be responsible comes with obstacles, even when you know it’s going to be beneficial. So, what’s preventing you from letting go? Owners and …
Document, Document and Document
I had an interesting conversation with a member last week about technician performance. We reviewed things that are necessary to ensure we’re always looking out for customers’ best interest. One of the most important things, in my opinion, is for the technician to write everything down they see right and wrong with the system by using the System Performance Report …
The Electronic Age of Distraction
I recently received and article from an SGI Member that made me think. This person was recently at an upscale restaurant in Dallas, waiting for a friend to join them for lunch. As they waited, they noticed the attention to detail throughout the entire restaurant. In five minutes of observation, it was clear the manager expected perfection. However, what caught …
Perception is Everything
When it comes to your business, perception is everything. I your company has the reputation of being a professional, successful, hardworking and charitable business in your community, it will continue to grow. If your company is believed to be ineffective, unprofessional, lazy and not trustworthy, your company will have a hard time growing. To be the best in your community, …
The Cost of a Call-Back
Call-backs are not only expensive, but they can be the difference in making an acceptable net profit or not in your Service Dept. Let’s run some conservative numbers to get us started. The first thing we must do is determine what we expect the technician to collect for each hour of work he or she performs. Let’s start by using …