April 20189 ANY GOOD REWARDS PROGRAM NOT ONLY NEEDS TO BE MEASURABLE BUT IT HAS TO BE TRANSPARENTThe right tools make the job easierYes, you could use a flat-head screwdriver on a Phillips head screw. It would be slow, arduous and there's a higher risk of stripping the screw. But it could work. The same goes for our field personnel. Today, modern tools allow technicians to schedule, re-route, check knowledge bases and manuals, change statuses, order parts, schedule the next technician, capture customer sign-off, and much more, while keeping both the customer and their supervisors up-to-date. And they run on the smart phones that your field personnel already own.No one ever gets a call-out just for a thank youYour field personnel have a pretty tough role. You never send them on a call out, just to get a thank you. They know that there is a problem and they have to resolve it as quickly as possible. So what motivates your field personnel? How do you reward them for a good job? How do you measure their key performance indicators (KPIs)? Any good rewards program not only needs to be measurable but it has to be transparent. Providing the right information and the right tools, you will be able to create measurable KPIs that will help guide your key personnel achieve desired behaviors.Two brains are better than oneAs the old saying goes, `two brains are better than one'. The life of a field service technician can be a lonely one. You are usually on your own, in your own vehicle and in a territory that is not close to headquarters.Many organizations are now creating internal communications teams to build a sense of identity among their field personnel. Creating a community where they can collaborate, communicate, learn from one another, share experiences. Team work encourages creativity and allows for brainstorming around complex problems. It reduces employee churn as they find a sense of belonging.So I leave you with this thought: the next time one of your customers open their door, will they find a field technician who is harried, late and doesn't have all the information? Or will they find your brand super hero? Paul Baptist
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