As millions of people around the world camp out and line up in front of movie theaters to see Star Wars: The Force Awakens, it’s hard not to keep in mind the lessons we’ve learned from the previous installments of the ultimate sci-fi franchise. Thankfully, these ideas can be applied to both life and field service. May the force be with you as you read on:
“Your focus determines your reality.” – Qui-Gon Jinn
A field service technician’s ability to solve problems requires a lot of focus and attention to detail. Their capacity to achieve a first-time fix also depends on their potential to hone in on the problem and determine what spare parts or procedures are needed to solve it. With field service software, technicians have a tool in their hands that empower them to resolve any machine malfunction out in the field.
In my experience there is no such thing as luck.” – Obi-Wan Kenobi
Field service workers that go out into the field and work hard are rewarded with high customer satisfaction rates and first-time fix rates. Their training and experience makes them experts at their jobs. So it’s not luck, it’s training and on-the job-experience that make techs Jedis who can deliver great service. It’s not useful for a field service company to hire techs that must stay in the office for a long period of time without getting an opportunity to start working in the field. The more they work the better they get at their jobs.
“Do. Or do not. There is no try.” – Yoda
When a service call comes in, it’s important that field service technicians do what they can to complete the tasks assigned to them. Failing due to not trying and not doing the job is unacceptable. Technicians should keep in mind that in order to help customers, it’s important that they are persistent despite any obstacles or curveballs that may come their way. With field service software, technicians can feel empowered and self-confident to go out to customers, complete any task, and see each and every call through until it is achieved.
“Your eyes can deceive you. Don’t trust them.” – Obi-Wan Kenobi
The beauty of field service is that it doesn’t leave fixing machines up to chance or what technicians see when they look at machines. Thanks to detailed customer and machinery histories, plus dynamic checklists that walk them through the steps of diagnosing a problem, technicians don’t have to trust just their eyes when trying to fix a problem.
“Somebody has to save our skins.” – Leia Organa
In Star Wars, when Luke Skywalker and Han Solo came into the Death Star detention level to rescue Princess Leia, she had to be the one to take charge to get them all out. She knew that there was a job to do, and that in that moment she was going to be the one to do it. Every day, field service technicians go out into the field to help customers fix their machinery issues. Even if the customer has tried self-service options, sometimes it is faster and easier for a field service technician equipped with a mobile service app to come to the customer’s rescue and take care of the problem.
“I find your lack of faith disturbing.” – Darth Vader
Though some field service companies are still hesitant to transition from a paper-based system, other companies that have already purchased automation software find that their employees and technicians are the ones complaining about the change. When implementing field service software, companies should seek to inform their employees on why the change is happening and how field service software will benefit both the business as a whole, and their everyday work tasks specifically. Being transparent with employees and customers will help both groups keep the faith in your plans for your business and digitizing field service. It will also help your customers have faith in your techs and their ability to solve problems. They will be viewed as experts and customers will feel confident in their skills.
“Great, kid. Don’t get cocky.” – Han Solo
Although your field service technicians may be equipped with the latest field service automation software, it’s important that they stay humble when doing their jobs. Even if someone can fix a wind turbine in ten minutes, that’s still no excuse to get cocky. Being great at efficiently and successfully servicing complex machinery should be celebrated, but staying down to earth helps technicians connect more easily with customers. Remaining humble and focusing on the customer enables technicians to deliver consistently great customer service since they’ll be willing to work with customers in a personalized way.