Technician Lead Turnover - Over 10 and Demand Service

In this segment, we break down the technician lead turnover process, which ties back to a series of rules that help guide our companies in determining when it is appropriate to create a repair versus replace discussion. As a service manager, we want to be able to create tracking based on expectations that are fair, and we want to be able to train around those principles. Our entire approach is predicated on having alignment for our customers, technicians, and company ideology on selling.

Run Time: 35:24

Service - Selling Service Agreements, Lead Turnovers, Tech Sales Procedures

This article deals with the processes for a service manager to work a service department into a strategy of increased service agreement sales, increased lead turnover from demand service opportunities, and a focus on service technician selling procedures. A service manager needs clear expectations and focus on the priorities and processes to ensure seamless operating practices but also a high level of trust and morale in the unit.

Lead Turnover & Selling Rules

This article is specific to both the lead turnover processes and technician selling rules. It can be adapted to fit your company standards and become a baseline to use in creating the rules of the road to sell well, while also managing the processes so all tracking and data is compared to a company standard set by the service manager.

Service - Training on Repair vs Replace Options

A service manager needs to be effective at training on the basic model of repair versus replace in the home. Many technicians are wary or fearful of this process, but in the end we owe it to all our customers to explain the situation well and provide professional recommendations and options that a homeowner can then choose wisely. If we pair financing to this option strategy, many homeowners tend to opt for newer equipment and better warranties.

Service - Lead Creation in Service

A service manager is responsible for training and leading the service technicians to create leads for the replacement cycle. This comes from both service agreements but also service calls that are legitimate opportunities. This article deals with a service function's role in creating leads, and why it becomes critical, as well as the processes.

Maintenance Lead Tech Turnover

Maintenance technicians fill a very specific role in a company that already has the position established. That role is to satisfy clients on the brand experience of the company, which includes doing the maintenance work but also selling upgrades, indoor air quality accessories, and equipment where relevant. In this article we explore the role of the maintenance technician and his/her service management requirements and processes to execute on a maintenance type call.

Indoor Air Quality KPIs

Key performance indicators (KPIs) for your indoor air quality (IAQ) program.