Like it or not, the workforce is increasingly mobile and workers on the go need to be fully productive from mobile devices. Service companies need to keep up with the demand of an ever-growing digital world and should take advantage of the continued streamlined benefits that go along with a mobile solution. A recent article in The Air Conditioning/Heating/Refrigeration News speaks to this very message.

Most service companies already have cell phones distributed to improve in-the-field communications and most cell phone providers now offer bundled text/phone/internet solutions that are the same price if not cheaper than the individual plans. Adding a mobile service management solution will organize and streamline the work flow of both small and large service companies, making them more manageable and profitable.

ESC Mobile is a simple and affordable way to outfit your mobile technicians with real-time job information and time tracking. ESC Mobile is a powerful and intuitive smartphone, tablet and laptop App for Service Technicians to manage work orders in the field, Technician managers to manage technicians in the field and office personnel to monitor everything with real-time updates to and from the field.

ESC Mobile has all the tools and features growing service companies need. Benefits and advantages include:

• Increased tech productivity by arming your team with the right information in the field ensuring jobs are completed faster and more efficiently.
• Increased response time with features such as GPS tracking and mapping.
• Increased field accuracy with access to all information needed to identify and work on the right equipment and eliminate illegible hand-written field notes.
• Increased customer care and professionalism with easy access to complete customer information across your network.
• Increased sales by increasing the productivity of your technicians and in turn allowing them to complete more jobs daily as well as giving your team information needed to quickly identify up and cross sale opportunities.
• Reduced costs by identifying areas of waste and inefficiencies. (Example. Reduced fuel costs with ESC’s route optimization and mapping functions.)
• Improved internal communications by giving your employees access up-to-the-minute company and customer information, all in a single location.
• Improved external communications with appointment reminders, status updates, technician profile emails, surveys, coupons and more.  
• Reduced collections by allowing techs to process payments in the field lowering processing costs, ensuring accuracy, reducing collection issues and improving cash flow.

The benefits of implementing a mobile solution far outweigh the cost. So what are you waiting for? Contact us today for a personalized demo on our ESC mobile solution.

Here at dESCO we are always looking for ways to provide you with the resources you need to grow your business and make it more valuable to you.

We’ve discovered that one of the most effective ways to increase the value of your business is through maintenance agreements. Growing a maintenance agreement base, whether for HVAC, plumbing, or another type of service company, is critical for profitability.

With that goal in mind, Ruth King, a well-respected industry consultant and Channel Manager for HVACChannel.tv, is leading a 301-Day challenge for ESC users to grow your maintenance agreements.

You can find out more information about the 301-Day Challenge and sign up for the program by clicking the link below.

301-Day Maintenance Agreement Growth Challenge

If this program sounds like what your company needs to take its maintenance agreement program to the next level,  download and print the registration form.

The service business climate is competitive and constantly changing. That means your company need to be willing to adapt to the current business climate, plan and budget, focus on customer service, use benchmarks, and be open to new ways of doing things. The ideas below can give you some direction of what to do or reassurance that your company is on track.

Be willing to adapt to the business climate around you

Today is different from yesterday, and you may not even recognize tomorrow. Running a service business means making the best decisions with the information you have. The service business climate is always changing, so keeping abreast of the current climate is an important part of making sound decisions for your company.

That does not mean just to do what everyone else is doing. Sometimes that is the worst strategy of all.

Plan and make a budget

Even though you cannot know what tomorrow will bring, it is critical to have a plan and budget. It may only serve as a guideline, but it is better than going in blind. In running your business, you can only improvise and go off script when there is a script to begin with.

In making your company’s budget, remember all the unplanned expenses and make sure there is money available to take advantage of new opportunities for growth.

Focus first on customer service

Your customers determine the success or failure of your business. Serving their needs always has to be the top priority. Without their trust in your company’s ability to perform, they will not come back to you the next time they need service and they certainly will not recommend you to a friend.

You want your service company to come to mind first when your customers need service. The way to get there is to make sure they are the first priority in every interaction they have with your company.

Set benchmarks to measure company performance

We live in a digital age. You can measure everything your company does. With benchmarks, you can also determine if what you are doing now is better or worse than what you were doing before.

With these benchmarks and measurements, you can see what parts of your company are making you profitable and which parts are holding you back. You can see where success is happening and replicate it, and you can see where there is still work to do.

Never say, “This is how we’ve always done it.”

What worked in your business before might not be working now and certainly will not work forever. A business that makes decisions now based on what they did five years ago is looking for trouble.

Instead of saying, “This is how we’ve always done it,” try, “We tried it that way before. How can we do better?” An attitude that you can do better is self-fulfilling.

Running your business by the principles above will not only keep your company in business but will set it up for growth and development. It is not possible to do business like you used to, but new techniques and new tools mean your business can still get ahead.

Consumers now-a-days are getting smarter. They’re learning to see through tricks and gimmicks, and they are better informed and more educated than ever when making purchasing decisions. They want to get the most for their money, and that’s a good thing.

As a service contractor, it’s important to understand how and why your customers buy.

A good way to discover what they’re looking for in a service contractor is to look at what they’re learning. There is an abundance of “how to” articles on the internet that home owners are seeking out and reading before calling your business.

A few searches on Google will show what they are learning to look for. For example, if you’re an HVAC company, search, “How to hire an HVAC contractor” or if you’re a plumber, search “How to hire a plumber.” With those searches you will find the articles and information that your customers are researching and reading before they call you.

Your customers are training themselves with these how to guides so they can get the best value for their dollars. By reading these articles and becoming the company they describe, you will be making yourself into the company your customers are looking for.

Here are a few examples of the types of articles I’m referring to:

• How to Hire a Contractor
• How to Choose a Heating & Air Conditioning Contractor
• 10 Tips for Hiring a Heating and Cooling Contractor
• How to Get Your Money’s Worth When Hiring a Plumber
• How to Hire an HVAC Contractor

The articles above can offer some guidance and a starting point, but make sure to do the searches and read the articles your customers would look for when teaching themselves how to hire your company.

Almost all the sites recommend their readers to get references. Is your company ready to offer references for your work? The best sources of references are your happy customers, but after you help them, it’s important to ask if you can use them for a reference.

The articles also recommend comparing prices but to not necessarily settle for the lowest price. Are your prices competitive? Are you sacrificing quality to offer low prices or charging more and giving more? You can see where your company stands by mystery shopping your competitors to get quotes over the phone to see where you stand.

How much of the criteria in the articles you found reflect your company? Does your company reflect any of the things to avoid? What things do you have to do to match the advice your prospects are reading before they pick a company to work with? Is your company what they are teaching themselves to look for?

Customers are getting smarter and are doing the research so they know what to look for. Fortunately for your business, you can see the same things they see and make your company into the company they are looking for.

Every sale you make, every dollar of revenue you earn came from a customer that chose you over a competitor. Why did they pick you?

Chances are you are not the only service provider in your city, so there must have been other factors at play. Understanding what those factors are can help you know your customer motives and how to replicate the reasons your current customers selected you to gain new customers.

Each of your customers chose you because you offered the benefit they wanted. You offered the right combination of logical and emotional components that they wanted and needed. Your offer provoked them to take action and choose your services over all the other providers and the option of doing nothing.

Your customers chose you over a competitor. Your competitor’s customers chose them over you. Do you know why? The fact that they chose you means they found something different or better. But it also means that when they pick your competitor.

Knowing what those factors are means you can promote and differentiate your company based on the real reasons your customers choose you.

Here are some reasons why your customers choose you:

• Your company can best solve their problem
• Your company is the most reliable
• They trust your company
• You offer good after sales service
• Your company offered the best price
• Your company is the closest
• Your company was available to meet their schedule
• Your company was easy to buy from
• Your company was the first they found

Which of these answers apply to your customers? What can you do to present your company as the one that represents that choice? Understanding why your customers buy from you will give you a clear picture of your strengths and weaknesses and will show you how to broaden your appeal so that new customers will also choose you.

People will only buy from you when they want to. It is your responsibility to understand why the people who bought from you wanted to and to then communicate to others why they should want to buy from you. People will buy from you when they decide they want what you offer. Do you offer what they want? Do you know what they want? When you know what your customers want and offer it, they will buy from you and not from your competitors.

What other reasons do customers buy from you? What do you do the help them along the way?

Your company probably already has a Google Places “Page,” but if you have not claimed it yet, you are certainly not taking full advantage of all the free benefits a Google Places listing and page provides.

Google Places is similar to the Yellow Pages in that every company with a physical address is able to be listed. However, it is very important for local service companies to have a robust Google Places Page because these pages appear near the top of Google’s organic search results when a person does a local search.

Here’s a quick overview video of what Google Places and why you should use it for your business:

To get the most out of your free listing you should claim the listing, fill it out with all of your company’s important information, get customer review, create and keep it up to date with current content and coupons, and add photos and videos.

1. Claim your Google Places Page and make it your own

To claim your Google Places Page, go to Google.com/places. If you already have a Google account you can just log in. If not, it only takes a few minutes to set up an account, which you can do from the page.

Once your account is set up you can enter your business’s main phone number to see if it’s already listed on Google Maps. If it is you can go through the process of claiming the page which will allow you to edit the existing information as well as add other details, photos and videos.

Once you have logged in and claimed your page, it is important to fill out every field available on the form. The more complete a profile, the better it will appear to your customers and prospects when they find your listing in search. There is also a place to upload your company logo so that it can appear in the Google search results.

The form will ask for basic information about your company, information about your operating hours, what payment types you accept, as well as what your business does.

You are even able to define your service area. Rather than just having a static location, you can show on your Google Places page what Zip Codes you serve or even define a mile radius around your headquarters. The video below will give an overview of how this works:

The images below show the field you can fill out on your Google Places page.

Google has a comprehensive guide that will help you claim your page and get started optimizing your Google Places page.

2. Get Customer Reviews

It’s important to make it easy on your customers to review your company on your Places page. Reviews may raise your pages rank in the search results, but even if they don’t, reviews on your page adds credibility and lets prospects know that other people have used your services and been satisfied.

On your places page there is a link that you can copy into an email and send to your best customers requesting they write a short review of your company. Google says you are not allowed to offer incentives in exchange for reviews, so you will have to request reviews from customers you already have a good relationship with.

3. Keep your page fresh with current content

You are able to leave short, 160 character posts on your Google Places page. These short Twitter-like messages can be details about the services you offer, announcements of special events, introductions of new employees, promotional offers, or any other message. When you are logged into your Places page there is a box on the right side with the heading “Post to your Place page.”

You are also able to offer coupons to your customers and potential customers for your services on your Google Places page. These coupons will be visible at the top of your Places page. With these coupons it is important to make them unique to your Google Places page so that you can easily track their effectiveness. It is a good idea to keep these coupons fresh. One way you can do that is by using them as seasonal promotions, giving you the excuse to offer various coupons throughout the year.

Keeping the messages and coupons up to date will keep your page fresh and current in the eyes of your customers.

4. Add videos and photos to your page

You are also able to add photos and videos to your places page. If you company has an ad you could upload it to YouTube so that your Places page visitors can view it on your site. You are able to have up to five videos so you could also use some of these spaces for video testimonials of your customer or videos of examples of your work.

You are also able to upload up to 10 images. These could be pictures of your service trucks, employees, job sites and work you’ve completed, or anything else that would be relevant to your customers.

For a complete check and to make sure you really get the most out of your free Google Places page, complete the Google Places Checklist.

After you are finished, share a link to your Places page in the comments so we can showcase the best examples.

Service Roundtable has shared a PowerPoint presentation by Linda Couch, Chief Operating Officer of Parish Services. She gave the presentation at Comfortech 2010 in Baltimore, MD.

The presentation shares 10 ideas for making your service technicians more productive. You can get it from Service Roundtable’s website or by clicking the image below.

Linda’s 10 tips are:

1. Clearly define and prioritize “productivity” for your techs
2. Define and manage productivity goals
3. Equip your techs with productivity enhancing tools
4. Equip techs with a proper, organized inventory
5. Train your techs: Technical
6. Train your techs: Advising
7. Use supporting customer service and dispatch strategies
8. Use supporting warehouse and purchasing strategies
9. Use supporting sales and marketing strategies
10. Use IT to increase productivity

She goes into much greater detail within the PowerPoint presentation, which also includes her speaking notes. Implementing all of Linda’s tips will take a great deal of time, focus, and dedication. But the effect her tips will have on the profitability of your business will be profound.

The following is a guest post by Darion Miller is the Co-Author of the Service Coach Blog, which provides marketing resources to the service industry.

Loyal Customers are hard to come by today with so much competition. However, with a solid company plan on how to generate leads and turn them into loyal customers you should not have a problem. Here are seven tips to turn a lead into a loyal customer that keeps on giving:

Selling Service Agreements

Creating service agreements is a great way for your service company to provide value throughout the year. These agreements let the customers know that you stand behind your work and that you will be there if something goes wrong. Here are 3 things to keep in mind when creating a service agreement:

1. Make the service agreement simple for your customers to understand
2. Keep the agreement fair and make sure it benefits both parties
3. Create packages that will allow you to extend a service agreement over a year or a season

Be On Time for Service Calls

Being on time is critical for any service business. Put yourself in your customer’s shoes for a minute, could you afford to take time off from work, for a day or even a couple hours, to allow a service technician access to your house? Most cannot and it could mean they are really paying double for your services when considering the lost time in wages. Having a solid dispatch and mapping system will allow you to remain on time and keep your customers coming back.

Keeping Past Records of Your Customers

There is nothing worse than when a customer has to repeat information or provide the service tech with details from a previous visit. Keeping records on your customer’s accounts for at least 5 years will benefit you in many ways. One of the most important is that account information can be extremely useful to your technicians while on-site. If they know what was done in the past, to expect a certain result, or know not to try a certain technique your clients will see that your company really has operations under control and will respect your technician’s advice. When your clients trust your company they will trust your professional opinion on how to best complete a project.

Providing Free Tips & DIY Materials

Sometimes your customers just want to understand how or why you go about a project the way you do simply for their own curiosity. When a plumber comes to my house I make a point to find out what’s going on even though I know I’m not skilled enough to perform the task myself. Provide “do it yourself” articles on your company blog to answer basic inquiries that satisfy your customers questions and present yourself as a knowledgeable industry leader. Don’t forget to have a call to action to convert them into a lead!

Try and Be Accessible to Your Customers 24/7

You should try and be assessable 24/7 even if you don’t answer your phone. When something happens you need to make sure your customers know there is always a line of communication open. Make sure your website has a customer login portal where customers or potential customers can request service or have the information to contact you in the off-hours.

Here are some ways to be accessible:

• Have an emergency email address like: emergency@company.com or help@company.com
• Have a customer portal
• Have a landing page dedicated to Emergency help on your site
• Have an off hours dispatcher

Allow for Company Transparency

There is no better way to create a loyal customer base than to be transparent about your company. If a customer or potential asks you a question the best thing you can do is be honest. With the internet and company reviews (both good and bad) accessible to almost everyone anything you say can be cross checked online. Don’t take for granted how much research people do on a company, a problem, or a solution before actually handing over cash to start a job with you. Train your technicians on the best ways to handle objections or tough questions that may be asked by customers and show they how to avoid making the company look bad or misinformed.

Knowing When to Say No to a Customer

It’s tough to say no to a client especially in a down economy. However when the job is too tough or beyond your skill set it’s better to be upfront and honest with your client and recommend a few people that can get the job done right than for you to attempt and perform poorly. This will allow you to become a trusted advisor and when the client has more work they will defiantly come back to you with questions or referrals.

These 7 tips will not only make for a better service company but will continue to generate revenue through your customer loyalty.

You can read more posts about marketing service businesses by Darion Miller at the Service Coach Blog or follow @theservicecoach on Twitter. You can download his free Service Marketing Playbook.