9.18 Mastery of Technician Debriefing and Ride Along Processes

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Mastery of Technician Debriefing and Ride Along Processes

Having a solid, well organized debriefing system after each call is critical to understanding what went well, and also what opportunities may have been missed. Within this best practice, we will explore the ideas of what a debrief I, the process of making yours match your brand promise and goals, and also how to create accountability among the sales process for our service teams. This extends itself to the ride along, a process where a manager is in the service call process with a technician or a maintenance technician has a senior technician along, and the coaching processes we can use to encourage and develop.

The Technician Debrief

Finishing the "client experience" process as a technician requires us to complete the technical work AND follow-up with the client to create full emotional happiness. That occurs when the technician not only delivers, but we debrief with our client so they know how much we care about the deliverable. By engaging and asking, especially for the review process, this drives the point home for the client and our technician team members exactly how we want it accomplished.

Run Time: 10:10

Digital Reviews - Generating More Client Reviews Via Technicians

Online customer reviews are crucial to your brand and marketing success! We can't have enough 5-star reviews, and the secret is to ask. The service technician is the key in the development of more reviews. In this segment, we discuss the behavioral side of teaching the techs how to ask for and ultimately create more reviews.

Run Time: 22:22

Service Call Analysis Debriefing

Understand the process of debriefing after each call in the field with the service technicians.

Debriefing Template Form

Example Debriefing form. Customize your company version based on call procedures, sales process and culture.

1 Page Document