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killing the brand

How field service can kill your brand

Last week I took to Trust Pilot to write a review about the poor customer service provided by a domestic appliance company I’ve recently had to deal with. I was angry. From my first contact with the call centre, I was cancelled on, rearranged and, when my engineer did arrive, he was unaware as to […]

Asset Management

Why Asset Management is Inevitable for Field Service Businesses

Let’s face it the field engineer can be the unsung hero, working up and down the country right now to maintain and service appliances, machinery, fridges, pumps, buildings, critical infrastructure and other built assets. They are often there to ensure that customers get outstanding levels of service when they need it, whilst delivering this service […]

change programme planning

10 Top Tips to kick start your change programme

When we work with organisations trying to make improvements in the performance of their field operations, we regularly see programmes of work that start to fail at the early stages or are already failing by the time we get involved. Of course, projects or programmes that require some form of change within an organisation, are […]

IoT Customer Experience

Your customers don’t trust you enough for IoT

No doubt you’ve heard the hype in the service industry surrounding the potential for the Internet of Things (IoT) to revolutionise field service and the customer experience. Much of that hype is justified, but a big part of the picture is being forgotten. If the appliances we buy for our homes can regularly report measurements […]

Not Fade Away: life after the programme

Not Fade Away: Life after the programme.Why I think organisations with a large fieldforce struggle to truly transform and achieve results

So, perfect scenario, the transformation programme completes, we have achieved our milestones, everyone involved celebrates a job well done, and we get on with the day job. In reality, what happens too often is that people work hard when the pressure is on, then over time, we revert to shortcuts (‘old ways of working’).  Furthermore, […]


A simple hypothesis based on working with many organisations across a variety of industries

We have all worked in companies that host ineffective meetings.  You know the kind, no agenda, no decisions made and everyone secretly wishes they were somewhere else. It is true that corporates have cultures that promote meetings as a way to get things done but recently I have been drawing the parallels between how easy […]