Pilots and ship captains are highly trained individuals with hours of training under their belts, yet they still go over a checklist every time they fly or leave on a voyage.
The same should hold true for field service technicians. The complex installations field service technicians go through every day are no different.
No matter how much training you have, a list of “to do’s” can be critical to your success. There’s no substitute for hands-on experience, but having a few reference tools on hand will only help reduce costly job errors.
An article on The Service Coach’s blog explains how investing in an ongoing training and development program can increase productivity.
For example, a residential waterproofing contractor in Boston holds a mandatory product training session each morning during peak season to keep technicians up-to-date on the latest installation methods.
“The training program instills confidence in new technicians, has reduced the number of callbacks and has increased technician retention,” the company’s president tells The Service Coach.
Do your service management software work order and job management tools allow you to attach a checklist of things you need to do? If so, determine the best practices, and then take the time to set them up as a checklist and use them regularly.
Instead of making field service technicians memorize training data, provide them with a list so they won’t forget anything. Having a checklist to ensure you do your job right is a great thing.
Source: The Service Coach, July 2012