Service Management: Survival Of The Fittest…

With the latest craze of ‘Junemas’ and lockdown lifting, this could be a new dawn for businesses to start making some mid-year resolutions. Now you don’t have to get the tinsel out, decorate the tree or go on a diet – but you should be considering how the pandemic has changed things and which of those changes are likely to stay…

The make it or break it era is coming to an end, so service companies need to realise what’s worked for them during the pandemic and what hasn’t. How do the services your business provides differ post-pandemic and what’s changed in terms of customer expectations? If you’re thinking of just going back to your old ways, think again…

It’s the perfect opportunity to discover where you can do better. Covid was an excuse for a lot of businesses to batten down the hatches, lock the doors and come back when the economy has recovered. But it’s those companies that saw it from a different perspective and did the opposite that are already experiencing the benefits.

You don’t have to wait until the new year to make new resolutions.

The time to do something different is NOW.

The problem is fear and acceptance. Often, service managers are aware of the issues their business face but they’ve stopped trying to change things. There’s an acceptance of ‘that’s just the way it is’ or ‘we’ve survived so far, so why wouldn’t we just continue?’

Perhaps, you’ve already started to go back to bad habits – arranging long appointments with your customers when you know you could instead remotely diagnose the issue, saving you time and money. This move back to an inefficient way of working isn’t only bad for business, it’s bad for your team. There’s a sense of pride when you accomplish something, so making it harder for engineers to fulfil required tasks doesn’t just make them and their team leaders look bad, it has a knock-on effect on productivity, profitability and customer loyalty.

In the last 15 months, there has been a split between SMB’s that have only adapted to survive and those that have transformed how they operate, improved customer relationships, increased efficiency and futureproofed their businesses. Which category do you fall into? 

If you’ve used technology to trade remotely but not thought about the other advantages you’ve likely been left behind by competitors. So consider that Christmas has come early, celebrate June-Mas and use it as an opportunity to hit the reset button for your business and start planning for a more efficient future post-covid. 

Do you need to change your service offer to suit the current times? Are your contracts up for renewal and not as profitable as they could be? Is the tech you’re using not giving you everything you need?

COVID has certainly sped up changes in the service industry and successful businesses have used this time wisely, advancing their service and the technology they use. By responding in an agile way, they’ve improved sales and profitability, which means more than ever that you NEED a plan and it can’t wait until next year! Well, it can, but you will be even further behind…