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Competition for the Service Industry is Heating Up
Simply put, the existing service networks aren’t delivering to meet the needs of the manufacturer or the consumer — self-servicing dealer networks included!
The Importance of Reviews
The sooner you ask for a review after a sales, delivery, installation, or service experience, the better the chances are you’ll get one. I am talking minutes, not days or hours, after leaving the customer’s home.
Efficiency = Profits
Whether in warranty or not, the goal is to accomplish this by repairing a household malfunctioning appliance.
Measure for Success
Two of my top management measuring tools in service operations are separate department financial statements and technician Key Performance Indicators or KPI.