by Mark Laughlin

It was a hot Friday afternoon in July; my only production machine was failing on me again.  I looked at the stack of jobs piled up on the adjacent table and shook my head.  My staff had already placed a service call and now the waiting game begins. 

What are my chances of seeing a service tech before Monday afternoon? 

Pretty good, I bet someone is here by 4:00 today and I’m up and running by 5:00.  We’ll stay late and finish the orders.  We should be done by 7:30 and I’ll be all set for Saturday. 

What are your chances of getting this same type of service?  Probably slim and none, unless you establish a relationship with your service tech.

Service techs are real people; treat them accordingly!  More times than not, these folks are entering your business and encountering a hostile environment.  You’re frustrated.  Your tone of voice is bad.  You’re hollering.  You’ve lost business, product or time.  Their company’s equipment has failed again.  It somehow becomes the service tech’s fault. 

How would you feel if the roles were reversed and you were entering “hell” (your business)?  I know I would be mentally cussing and looking for any excuse to leave. 

But, what if you were greeted with a smile and “Glad to see ya, Mike.  Thanks for coming out on such short notice.  Can I get you a cup of coffee?” 

With a couple of kind words, “hell” turns into an acceptable “purgatory”.  What do I have to do to make this a pleasure stop?

I got my first taste of dealing with service techs while working at an exclusive country club during my college years.  I was promoted because someone else quit and I was put in charge of the golf carts.  At the time, we had forty of them.  Each of these carts could do two rounds a day (36 holes), if fully charged and maintained. 

My first day on the job, I had five carts down and half a dozen others in “limp” mode.  I called our local service dealer and explained my dilemma.  They told me they couldn’t get anyone out for a couple of days.  Then they gave me a few pointers to re-energize the six carts that were in “limp” mode.

A few days later, my service tech showed up.  I introduced myself, asked his name and shook his hand.  He looked at me and said, “My name is Roger.  Where’s that jerk, Richard?”  I explained that Richard was now halfway across the country, and that I would be his primary contact from then on.  He then asked if I was going to holler at him? 

I replied, “No, why would I?  You’re here to help.” 

A smile spread across his face and he said, “Where are your dead soldiers?”

I walked him to the back of the building where five inoperable carts awaited his entrance.  About an hour later I was getting ready to go to lunch and I asked Roger if he would like to join me.  He smiled again and said, “That would be great.  I’ll follow you”. 

One of the nice perks at this country club was that we got “room and board” included with our salary.  The country club would feed us the leftovers from last night’s member’s specials.  My new tech friend filled his plate twice and cleaned it.  Think he was hungry?

Later that afternoon while Roger was finishing up, I went into the grill and grabbed a couple of ice teas for us.  While he was writing up my paperwork, he looked at me and said, “If Richard would have treated any of us right, you could have had same day service.  No one wants to take this service call.  The boss has a hard time getting anyone to come out here.  I’ll let the guys know things have changed.”

A smile, a free lunch and a glass of ice tea.  Simple really.

The service we received over that summer was incredible.  They left me spare parts, special lubricants and many helpful ideas to keep me running till they could get out the next time. 

Once the country club manager called me into his office and bitched me out for taking these guys to lunch all the time.  I remember saying to him, “You have got to be kidding me!  After you feed us, you throw the rest out.  Do you understand that when I can operate at full capacity we will attain the target ‘golf round’ bonus levels?  And the club will receive some serious rebates.  Serious!  As a matter of fact, we will surpass the first bonus level this weekend.  I think a few meals that were going in the garbage anyway is a small price to pay.” 

The country club manager had no comeback other than, “That’s a smart business decision you made.  Keep up the great work.” 

We made several other bonus levels by the end of the season.  The service techs would fight over who would get to take our service call.  Do you think I learned anything?  Yes!

Rule 1 - Be nice!

Rule 2 - Call the service techs by their name, with a good tone of voice and stash your attitude.

Rule 3 - Explain to the service tech completely what the problem is.

Rule 4 - A kind gesture goes a long way.  It doesn’t take a whole lot of effort to get someone a beverage.

Rule 5 - Use the two most forgotten words in the English language, “Please” and “Thank You”.

Rule 6 - Try to find out something about them (family or hobbies), especially if they’re out on a semi-frequent basis. 

Rule 7 - If they need you to sign paperwork before they go, do it now!

Rule 8 - If the problem can’t be rectified today, ask what your options are?  It is amazing how resilient people can be, if treated cordially.

Rule 9 - Don’t hover while they’re working.  When the equipment is fixed they will let you know. 

Rule 10 - If they’re doing a great job for you on a regular basis, let their direct supervisor know. 

Rule 10 can be especially effective.  I have even written out a kind note and mailed it in.  Later I found out that my note was pulled out of their personnel folder and read to them at their annual review.  How many other folks did this?  How about zero!

You will, from time to time, deal with service people that are inept and can’t fix your problem.  Be nice, but put in a call to see if a more seasoned person can be sent out in the future.  Your current tech may just need some more experience.

I have over the years given away ball game tickets, gift certificates to restaurants, movie passes, concert tickets and cash.  What ever my cost involved with these “freebies” was paled in comparison to the paybacks I received for just being operational.  In all my years of running my own businesses, I can’t ever remember losing revenue because I had equipment down.

Follow the simple rules listed above and you will slant the playing field in your favor.  I would hate to see you be a jerk like Richard was and go directly to the bottom of the heap. 

Are you going to be nice to your service techs?