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Sections Field Service Spotlight Mobile & Tech Strategy & Leadership Service Transformation Customer Experience Meet Our Experts Magazine Current Issue Spring 2018 Winter 2017 Spring 2017 Fall 2016 Spring 2016 Winter 2016 Select Page In Japan, Accenture Urges More than Kaizen to Achieve Digital Transformation by Nevin Thompson | January 23, 2020 | Service Transformation | 0 Comments ... How to Reverse Course When Technicians Go From Top Performers to Team Slackers by Donald B. Stephens | Jan. 21, 2020 | Strategy & Leadership They’re on every field service team – employees who are chronically late and the first ones to head home. And when they’re on the job, they do the least amount of work they can get by with without invoking disciplinary actions. Some would call these technicians... Is It Possible to Be Both a Consistent and Flexible Manager? by Lauren DuVilla | Jan. 15, 2020 | Strategy & Leadership When it comes to discipline, it’s a manager’s duty to be consistent. Allowing one breach of conduct can taint your authority and reputation, opening you up to a lack of respect that can lead to more problematic behavior. But as any parent can tell you, each individual... Get Your Shift Together: Hire More Women by Ira Wolfe | Jan. 13, 2020 | Strategy & Leadership We’re living in the year 2020. Field service technicians are no longer just guys who fix things. Yes, they still fix things, but they aren’t just guys, or at least, they shouldn’t be. Nevertheless, the next time a tech greets you, odds are extremely high it will be a... Comic Brake: Voice Commands by Terry LaBan | Jan. 10, 2020 | Strategy & Leadership Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD. Hyken: When Things Aren’t Going Well, Will You Accept Blame? by Shep Hyken | Jan. 7, 2020 | Strategy & Leadership , uncategorized It’s never fun or easy when something doesn’t go the way you planned. What’s even more difficult is taking responsibility for it, and beyond that, admitting you were wrong. With Proactive Maintenance, Customers Achieve Lower Costs, Improved Uptime, and Better Customer Retention by The Editors | Jan. 6, 2020 | Strategy & Leadership Not long ago, it was hard to Imagine a field service world in which providers could predict exactly when equipment would have issues. But today, we’re closer than ever to perfecting the art of proactive maintenance, says David Ovadia, director of product marketing for GE Digital. Our Experts Rosemary Coates President, Blue Silk Consulting Dirk Schart President, RE'FLEKT Stacey Epstein CMO and chief customer experience officer, ServiceMax Bill Pollock Founder & Principal Analyst, Strategies for Growth SEE ALL EXPERTS Comic Brake: Hot Rod by Terry LaBan | Jan. 6, 2020 | Strategy & Leadership Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD. Is Your Pre-Employment Testing Discriminatory? by Suzanne Lucas | Jan. 2, 2020 | Strategy & Leadership Pre-employment testing can save you time and money in the long run, as long as you do it right. ICYMI: How Negative Technicians Affect Their Company’s Reputation by Lauren DuVilla | Dec. 30, 2019 | Customer Experience , Field Service Spotlight , Mobile & Tech , Strategy & Leadership It’s impossible to stay on top of every service news story. We get it. Don’t miss a beat with our monthly “In Case You Missed It” series. Keep reading for December’s top stories, covering everything from how smartphone competition has helped the field service industry... Beyond the Beauty: A Technician’s Take on Bringing Fireworks to Life by Rebecca Renner | Dec. 26, 2019 | Field Service Spotlight Across the United States, brilliant fireworks displays will ring in the New Year in just a few days, but few people know what it takes to bring those incredible displays to life. Among those select individuals is Shelby Smotherman, a fireworks technician in Tampa, Florida, who has worked at some of Central Florida’s biggest theme parks, helping to orchestrate their fireworks shows. More than most, Smotherman knows that beyond the sparkle and glamour, a steady threat of danger lurks—when you’re dealing with literal tons of explosives, even the smallest mistake can be fatal. How Negative Technicians Affect a Field Service Company’s Reputation by Donald B. Stephens | Dec. 23, 2019 | Customer Experience Companies are well aware of the danger of developing a bad reputation on social media and ratings sites. A good online standing has become essential to everyone. But these same companies often neglect the one area of influence they have the most control over—one that... Comic Brake: Stuck Santa by Terry LaBan | Dec. 20, 2019 | Strategy & Leadership Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD. Stay in the know Stay up-to-date with our Field Service Digital Newsletter. 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