A company needs to set goals, and nowhere is that more important to the long term success of the company than within the service and maintenance divisions. A company has to take the initiative, due to budget-setting for the year and month (weekly/daily) coming from leadership, and thus service technicians get goals established based on those conditions. Later you can view how the service technicians themselves create specific and measurable goals aligned with the company objectives. In this section, we review the fundamentals of how a company should view the culture, set service and maintenance goals for all areas of importance (equipment sales, lead turnover, accessories, warranty callbacks, efficiency, productivity, average ticket, service agreements, self development to name a few). We will review the metrics but also the primary aspect of having the goals, tracking the goals and how communications essentially tie all strategies into a pattern of success.
This video reviews the relevant goals a technician should be in tune with and review within the company. Technicians will want to focus their training and energy on developing selling skills in these areas to become the best, most productive technician that they can.
Run Time: 47:32