Skip to main content

Does it have to be like this?


Perched at the entrance to the small retail shop, influential Irene patiently waits for the opportunity to help a fashionista find the perfect combination of clothes and accessories.   Avid Andy, a seasoned HVAC tech smirks as he passes the shop on the way to his gate, amused by the idea of "clothing accessories" in general and the fact that Irene is outside the shop wearing a light parka in the middle of summer.  Everything about that brief slice in time points to curious conditions constraining the ability to look at things differently and deliver service in a unique manner.  A retail shop, with no external load and minor internal load (as those incandescent floods for product were changed to LEDs months ago) has the air conditioner at capacity with absolutely nobody around except poor Irene.  While not my area of focus, why isn't this place adopting a bricks and mortar based non-sales attendant model with tags on merchandise and digital retail accounts on the clients mobile devices? 



If our perspectives could just be a bit wider wouldn't this client be the perfect candidate for C02 and motion based control on the HVAC systems, IoT controls to track and understand who is touching what product, electrical work to install RFID readers at the doors (non-sales attendant purchasing), and maintenance contracts to monitor / visit the sites at some frequency?  If our objectives were aligned to the customers throughput expectations, in this example the ability to have visibility and browsing to a captive audience within an airport, shouldn't we be having THOSE conversations?  Who gives a crap what the space temperature setpoint is?  Aren't we all really "masters of rotating and energized equipment"?  I can't remember the memo that asked us all to myopically look at our ability to provide value to our customers.  As trades based technical service providers were are in the catbird seat, broaden your perspectives and adapt to opportunities in this every changing world.



Whether you think you can, or you think you can't --- you're right.  (Henry Ford)



-----

Next post:  perceiving the service professional

Questions?  feel free to leave replies or direct message

See all of the "last mile worker" posts here:  http://lastmileworker.com

-----
Labels:

Comments

Post a Comment

Popular posts from this blog

Is custom software in 2019 spelled EGO?

I still struggle , as do many, with the rationalization between building software and buying software. Microsoft Excel , likely one of the most widely recognized packaged software applications, was released over 30 years ago . My guess is not many people would consider building a custom piece of software which performs math and other worksheet related tasks. While this is an obvious example, it highlights an important factor for many in deciding between custom and configurable software solutions . Fact is, everybody understands how Microsoft Excel works. Let's mix it up a bit and add the opinions that you have regarding what makes your approach to business so special.   The things that you do, in an industry, which are totally unique to your competitors.   This is where it gets a bit murky, we must tease out the transactional components from the value add aspects of software.   For instance, you use a staffing system to help find, manage, and retain internal and external
Post a Comment
Read more

entusiastic about preventative maintenance

Why do I really care if my field technicians are enthusiastic or not? When you look at a person's work output, as directly related to workforce sciences, you come up with three primary ingredients required to achieve your desired results.   These ingredients are; attitudes, attributes, and capabilities and when mixed properly with enabling tools can yield unbelievable outputs. So what does any of this have to do with routine maintenance? If your maintenance routines actually become way too routine then pretty soon performance will be replaced with complacency. In order to keep any piece of equipment running as trouble-free as possible the maintenance performed, and the thoroughness of the inspection and tasks at hand, have a direct impact on the asset's life expectancy.   There are some strategies that help service organizations keep the enthusiasm at all-time highs. Switch techs from time to time :   One of the best ways to ensure maintenance is being performed prope
Post a Comment
Read more

no one told you when to run

From the clients perspective, what is the perfect service call? "To interpret my field conditions and apply a solution which resolves the issue immediately and ensures trouble-free long-term operation. Delivered by a professional, courteous, empathetic, appropriately skilled, years of experience, materials required for repair, a good listener, and one that treats me as if I am their only customer; amen"! As you might expect the perfect service call is really a blend of attitudes, attributes, and capabilities. The trick is, while we all may agree that these aspects make the perfect service call, endeavoring to achieve these results is becoming increasingly more difficult. Our customers, with their visibility and awareness of our activities, raise the bar regarding the level of service that we need to provide. Let's unpack a few of these elements: Appropriately skilled :   haven't we all had this discussion in the past?   My workers are all
Post a Comment
Read more