As artificial intelligence (AI) tools have become more accessible and intuitive for the average user, their applications have expanded exponentially. This explosion in AI functionality has permeated virtually every industry — and field service organizations are no exception. Utilizing AI for your field service operation isn’t without its limitations, but when applied in the right areas of your business — and with the right amount of human touch along the way — it can be…

First impressions are often a make-or-break moment, determining how a relationship will go — personal and professional. In business, these first interactions carry an even greater weight. They form the basis of customer loyalty, crucial for either building or, regrettably, losing it. Imagine a clinic ordering medical supplies for the first time. If everything arrives on schedule, and in perfect condition, they’re likely to stick with that supplier. It shows how a good first impression…

Effective onboarding is more than just a business formality or a series of introductions. It’s the first step in carving out an employee’s path within your company. It sets the tone and lays the groundwork for their success. A well-executed onboarding process is also a powerful tool for communicating the business’s cultural norms and fostering a strong sense of belonging for new employees. It’s also a prime opportunity to show your support as an employer.…

Positive customer experiences continue to drive loyalty and keep customers coming back. According to a 2023 survey by PwC, 54% of executives believe investing in the customer experience is an important part of increasing loyalty. Retaining customers is an important part of business growth, especially in field service-based industries. Not only do you want customers to request your service again, but you want to increase the number of times they call you — driving up…

Communication is vital to the success of any business. Effective communication brings clarity and creativity to every professional interaction, but ineffective communication can spell disaster for a company. Building an effective communication plan for your business can take time, but the first step is to understand the types of business communication: upward communication, downward communication, lateral communication, and external communication. Utilizing these communication styles within your business is important for achieving organizational goals, whether you…

In any industry, customer service isn’t an add-on but a necessity that directly affects your brand’s success. And, with the digital age empowering customers to voice their experiences widely and instantly, customer communication and service are top priorities. However, instead of viewing complaints negatively, use them as learning opportunities. With the help of service software, resource planning tools — including customer relationship management (CRM) — and a customer-centric mindset, you can identify common complaints in…

Today’s customers are increasingly concerned about the environment and their impact on it. Shoppers are looking to reduce the harm they cause to the environment and want to buy from companies that reflect their values. For example, a shopper who brings their reusable bags on their weekly grocery run can save more than 100 plastic bags annually. This adds up when millions of consumers use reusable bags. Eco-consciousness has a significant impact on companies. Between…