True Role of a Field Technician:

To earn the customer's trust and build the relationship between the company and the customer so that when there is a major purchase to be made, the customer doesn't shop around.

Common Myth:

Customer's only want the cheapest option (bare minimum)

Truth:

When presented with a thorough and clear assessment and affordable payment options, customers will typically choose the most complete and long term fix that makes sense for them financially.

Common Myth:

There is no customer loyalty anymore.

Truth:

In an effort to service more customers with minimal staffing, Field Techs take shortcuts to get through calls quicker. This leads to being less thorough and only focusing on the quick "immediate" need/fix, overlooking potential problems waiting around the corner. This leads to more breakdowns and less trust.

Common Myth:

We do a great job of explaining the downfalls of not making recommended repairs.

Truth:

While most field techs (and managers) are extremely knowledgeable and thorough in their explanation of their findings and recommendations; they tend to be extremely technical and "talk over the head" of a customer. Customers are not well versed in your terminology. Customers will not make extensive purchases on items or repairs that they do not understand.

Common Myth:

Truth:

The only way to get high-dollar repairs is to be shady and unethical.

It's human nature to be honest and forthright. It's also human nature to take shortcuts. However, when we are thorough in our examinations and explain what is needed to a customer, in a manner easy to understand, the customer will usually go with the technician's  recommendation.