45 years ago today, cinema history was made. With his iconic, scratchy voice, Marlon Brando captivated and terrified us through his portrayal of powerful New York mob boss Vito Corleone. Navigating his family and his business through dangerous dealings and criminal intrigue, he offers a glimpse of a world that is fast-paced, unpredictable and in constant flux.

What does the world renowned film The Godfather have to do with field service companies? Not much at first glance, but upon closer assessment of six of the quotes from the film it quickly becomes apparent how much companies with a field service can learn from them and how much they surprisingly have in common.

The world-famous movie trilogy The Godfather is based on the novels of the same name by Mario Puzo and directed by Francis Ford Coppola. Throughout these three extremely fascinating films, the protagonists come out with a huge number of classic sound bites. They include some unforgettable quotes that any company with a field service should note, because the correlations between the quotes and field service organizations are not to be underestimated.

 

First Quote: "I'm gonna make him an offer he can't refuse" - Don Vito Corleone, the Godfather

 

With a cloud-based mobile field service software solution, a service technician can make the customer an offer directly on location. Like in The Godfather, it is so good that the customer can rarely turn it down. The up-selling or cross-selling quote cannot be beaten because the service technician has both online and offline access to all of the latest prices, any available discounts and currency fluctuations. Since the field service solution is connected to CRM, the service technician can see all of the important details about the customer, including the device history, which allows the technician to adapt the quote to meet that individual customer's exact needs. Thanks to the direct connection to the ERP system, the service technician can also check the parts inventory immediately. Based on this wide variety of useful information, the service technician can make the customer a definitive and tailor-made offer on location that he or she simply cannot refuse. 

 

Second Quote: "Some day, and that day may never come, I will call upon you to do a service for me." Don Vito Corleone, the Godfather

 

The collaboration between customer and company does not end with the sale of the goods. Some day, and that day may never come, even the most reliable and robust machines may need a service. And the customer will then call upon the service technician to do a service for them, to be performed to their satisfaction. Armed with this knowledge, companies must endeavor to maintain a good working relationship with their customers at all times, because they may one day be called upon.

 

Third Quote: "He never asks a second favor once he's refused the first" Tom Hagen 

 

Customers place high expectations on a service technician. He or she usually gets just one chance to accommodate the customer to the customer's satisfaction. If a service technician does not do the customer a favor the first time, the customer will not contact him or her again if possible to ask for a second. Service technicians who always give their best for the customer are rewarded with high resolution rates and a high level of customer satisfaction. Thanks to their solid vocational training and years of experience, service technicians are the definitive experts in their realm and they already understand the significance of refusing the customer a favor. However, a field service management solution gives even service technicians with a low level of experience and skills the capabilities to follow these rules. The cloud-based mobile field service software allows the dispatcher to schedule service technicians for a service call based on the skills required for the job. If the service technician still needs help, a more experienced service technician can provide remote assistance.

 

Fourth Quote: "To love someone is to see a miracle invisible to others" Don Vito Corleone, the Godfather

Unlike in the Godfather and love in general, to completely eradicate problems and ensure the customer's satisfaction is not a miracle but a logical consequence of using cutting edge tools such as the IoT. During an on-site call-out, a service technician needs more than just a lot of attention to detail and concentration. He or she should also have access to an effective tool such as cloud-based mobile field service software. Thanks to this tool, he or she can resolve most problems on site directly during the first visit. The field service software informs the service technician immediately about which procedures or spare parts are required to resolve the problem on site. This extremely effective tool helps you correct all problems promptly and cost-efficiently. 

 

Fifth Quote: "You can act like a man!" Don Vito Corleone, the Godfather

 

When a customer has a problem, a service call is scheduled. The responsible service technician will then do his or her best to eradicate the problem as quickly as possible. When service technicians cannot repair the machine, they must under no circumstances lose their nerve and must always keep to the task and stand their ground on site. The cloud-based mobile field service solution gives service technicians self-confidence, because they have access to a valuable tool whenever they need it. For instance, they can access useful checklist functions that guide them through tasks. With the aid of a field service management solution, a service technician can complete any job on location. In The Godfather, too, giving up and crying is not an option to Don Vito Corleone. 

 

Sixth Quote: "Keep your friends close, but your enemies closer" Don Michael Corleone

 

Thanks to a modern field service software solution, the service technician on site can act with great certainty. Customers must feel comfortable with the technician in every situation and be 100 percent sure that they are in good hands. Using cloud-based mobile field service software, the service technician can access the CRM system and see which customers are well matched to his or her skillset and which are not. By conveying his or her sense of certainty to the customer, it is only a matter of time before customers with a negative attitude to the technician feel comfortable enough to see him or her as a friend, not a foe.

The world-famous movie trilogy The Godfather is based on the novels of the same name by Mario Puzo and directed by Francis Ford Coppola. Throughout these three extremely fascinating films, the protagonists come out with a huge number of classic sound bites. They include some unforgettable quotes that any company with a field service should note, because the correlations between the quotes and field service organizations are not to be underestimated.

 

Topics: Field Service

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