Are you prepared for the next big challenge facing your service business? I am not talking about mobility, or the IoT, or even the empowered customer.
So, what should be keeping you up at night?
Do you have an answer for how you will be able to respond to your technicians retiring or otherwise leaving your business? If you don’t, you shouldn’t go to sleep tonight without planning for this future inevitability.
I have to admit that this fear or challenge has been on the radar for many CSOs for some time now. But what should come as a jolt on the side of urgency is the fact that the current replacements for those experienced technicians will no longer be just another seasoned vet – it is most likely a millennial (insert gasp here)! In the past, there was a fairly ready-made pool of qualified, seasoned field technicians who could jump in and deliver similar levels of service as compared to those techs who left. This bench of experienced technicians is drying up.
But is there something we can do about it?
I would like to think there are steps that you can take to mitigate the drop in productivity, quality, and level of service being delivered to customers. If you are now frightened or if you have some insight into how your business is working to improve field service, please take part in my current research survey. This survey will take a look at the impact of worker attrition, but it will also tackle topics tied to scheduling, routing, dispatch, and incentives for the field service team. I look forward to hearing from you and sharing the findings.