Staff meetings give service business supervisors the opportunity to reconnect with their technicians and offer guidance that might ease field operations and bolster the bottom line. But deciding what information to address can be challenging, as most managers can cite numerous issues in need of attention. That said, there are some select action items that will always be relevant. Here are three of those evergreen meeting topics:
1. Field safety
Technicians encounter many hazards when navigating the field. Managers should be sure to address these risks and offer actionable mitigation techniques. Whether it's heatstroke in the summer, freezing weather in the winter, or slick conditions in the spring, every meeting with technicians should emphasize the immediate safety risks they face just by going out into the field.
"Staff meetings give service business supervisors the opportunity to reconnect with their technicians."
Professional field service crews normally execute work orders with speed when on location. But time tends to get lost in transit due to inefficient routing and other factors. During staff meetings, supervisors must address unintentional time wastage and encourage increased field productivity.
But how? Conducting a collaborative brainstorming session can be effective, as supremely efficient teams might be able to offer their colleagues strategies for more fluidly transiting to and from customer locations, according to Field Service News. Outlining overarching company goals is also a good strategy. The reassertion of the organizational mission statement may push technicians to think outside of the box and find new methods for increasing productivity.
3. Customer service
Of the three topics discussed here, customer service is perhaps the most important. Service businesses must continually reassess and improve on customer service, especially in the digital age, where one single mishap could lead to considerable online blowback and reduced sales. But instead of addressing this issue on a macro level, supervisors should focus on the details, Inc. reported. For instance, encouraging workers to listen carefully to customers, take notes and register requests can lead to significant gains. Additionally, customer service experts advise professionals who participate in in-person interactions to learn the names their customers and use them when appropriate. This seemingly insignificant tactic lays the groundwork for a healthy, productive relationship and, hopefully, positive online feedback.
Service business managers who cover these topics in company meetings are likely to see increases in service quality and perhaps revenue.