You've done a big install job or you've commissioned a project that's gone great but 12 months down the line you totally forgot to follow up on the service/maintenance work!
YOU ARE MISSING OUT ON THOUSANDS OF DOLLARS that could be added to your bottom line and you are also providing a horrible customer experience.
How much does presentation have an effect on your ability to close a sale?
HINT: It has a HUGE effect on your opportunity to close a sale
Do you stand out from the Rest?
Humans make decisions based on emotion, not solely based on fact. So you can be the best 'at anything' but if someone's got a better marketing message than you or presenting themselves better then they are going to kick your booty.
What you bring to the table is how you market and present information to your customers - that is where you can make a difference.
As much as it may feel like a lot of effort, business is about growth, and playing defensive isn't the best tactic if your competitors are all playing to win. You just can't sit back and rest on your lorals.
Love it or hate it technology has brought an opportunity to improve efficiency and beat the slow and unreliable paper shuffle.
Field Service businesses still have a heavy reliance on paper;
- quotes or invoices to give to customers
- purchase orders for stock
- printed timesheets
- printed job sheet completion
These ways of working are very manual and add hours to your day unnecessarily which means you cannot fit more work in and you end up chasing your tech's for paper.
This problem is exacerbated when you expect your technicians to 'drop the paper' back to the office on a regular basis - costing you precious time on new jobs and not to mention increasing costs to the bottom line in petrol and wear and tear on vehicles!
Managing paper is also a huge headache for traceability; where is that quote I sent to the customer, how much did I say that part cost?
Are obvious steps being missed on jobs resulting in expensive mistakes, wasted time and unhappy customers?
Are you telling your team one thing, but they are doing another thing or do you feel like you are going blue in the face telling your team the same thing again and again?
- Are Customers calling to say the team left a mess when they wrapped up a job or project?
- Were basic things missed on the job?
- Are your team wasting time trying to remember all the things they are meant to do in a job?
- Even your gun players making obvious mistakes?
In HVAC as it is with all field services businesses, it usually starts as a one or two man band and grows from there - getting bigger and bigger (sometimes really quickly and others are a medium pace).
More often than not, though, something goes pear shaped and this causes a shrink back in size. it then starts all over again - a cycle of growing and contracting.
What is actually happening during these cycles? Unfortunately none of this is due to lack of hard work; we know for a fact the growth is because of extremely hard work but often that growth is being undermined by the failure to systemize and automate processes to sustain the growth.
Hello FieldInsight people. Lesson for the week - My lesson.
I am not a guru - I am on a journey and learning like everyone else.
My lesson centres around a great article I read from Elon Musk (the creator of Tesla and SpaceX). It has his insights to building and streamlining his business.
Believe it or not, this article points to Not going over the top with automation (....he builds cars...you need some automation right?). I am an automation software provider, so automation I think is highly valuable but processes are also highly valuable.
If you want to grow a business and you do not have a process mindset, forget about it.
Gidday FieldInsight peeps. Two points to discuss this week:
- Pressure is required for progress
- Fear holds you back.
Treat pressure like a good friend who challenges you
I've talked about it before, that progress doesn't come unless you're under enough pressure to keep the momentum going. If you're business is growing quickly, to succeed you actually need to change and evolve the systems around you, keep improving them as your business evolves - you cant sit still!
That momentum and activity creates a lot of pressure and stress, but with that pressure and that stress comes the motivation and the forcing factor to drive change in the way you do things.
It's hard and there's a lot of failure involved but through that process comes progress. If something doesn't work as planned, use the 5 Why's technique I spoke about in the previous Blog to drill down to the root cause and take action from there.
So while pressure sucks and nobody enjoys it and there may end up being fights, disputes and friction but all that is what is actually allowing things to get better.
My tip to you
While you're in amongst that pressure/stress, just remember that in that moment you are propelling your business forward and that is motivating you to keep going.
Look at it from this angle pressure makes diamonds and what you are doing by moving your business forward is creating a diamond that will reap the intended rewards for you (both in the satisfaction of running a successful business as well as financially).
This was a blog topic I have had in mind for a while and I think this is a perfect opportunity to shoot it because here I am lying on my butt having just fallen off my bike, ouch!
So things don't always go as planned, particularly in the marketing space or the SEO space.
You have to keep going and work through the problems.
So I hear you ask; What is so specialized about HVAC?
HVAC is one of the most complicated businesses around. There's a mixture of field service, manufacturing, installation, project management, on call work, emergency call work, support work, annual service work.
It is a complex field service business to be in.
We've spent ten years, myself and my team building job management software to solve the end to end workflow for HVAC.
Your business is complex? Our software simplifies it.
FieldInsight is the HVAC solution.