We use cookies to provide you with a better experience. By continuing to browse the site you are agreeing to our use of cookies in accordance with our Cookie Policy.

logo
  • Engineers & Specifiers
  • Contractors & Installers
  • Wholesalers & Distributors
  • Sign In
  • Create Account
  • Sign Out
  • My Account
Free Subscription
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • PRODUCTS
    • Bath & Kitchen
    • Fire Protection
    • HVAC
    • Hydronics/Radiant
    • Plumbing
    • PVF
    • Tools
  • PROJECTS
    • Commercial
    • Green Building
    • MRO/Retrofit
    • Remodeling
    • Residential
  • HOW TO
    • Design
    • Fire Protection
    • Legal Matters
    • Management
  • BUSINESS
    • Buying Groups
    • Technology
    • Associations
  • CODES & STANDARDS
    • ANSI
    • ASHRAE
    • ASSE
    • Regulations
    • Green Building
    • IAPMO
    • ICC
    • NFPA
  • RESOURCES
    • Media Kit
    • Advertise
    • Contact Us
    • Classifieds
    • Digital Editions
    • Behind the Wall
    • Webcasts
  • BUYER'S GUIDE
  • COVID-19
    • Events & Webinars
    • Business Resources
    • Industry Announcements
    • Health & Safety
    • Op-Ed
Home » Digital Exclusive: Seven Ways to Strengthen Communication with Techs in the Field

Digital Exclusive: Seven Ways to Strengthen Communication with Techs in the Field

July 24, 2019
Andy Bagner
No Comments
Digital Exclusive: Seven Ways to Strengthen Communication with Techs in the Field

Here’s a story from when I was an HVAC tech. We had a customer with two houses on the same property. I was told “nobody is home just go in through the Bilco doors in the basement.” After I did the air conditioning tune up on the main house, I went to the second house. I didn’t knock since they “weren’t” home. However, after I walked in there was a young guy, probably 16 or 17, completely passed out on the couch! I had woken him up. And it was awkward. I could have used better communication that day.

So, here are some ways you can avoid having your tech find a 16-year-old asleep on a couch and improve communication with your team:

  1. Incentives - If you want your technicians to do something, offer something in return to show you’re serious about wanting better communication. The goal can be respond to every text sent, or even just be on time to every job. When the gift card or cash is given out, make sure it’s coming from you, the dispatcher, since it is your communication that is being incentivized.
  2. Know When to Call and When to Text - This might seem simple, but having an idea of the urgency for each day-to-day task will help communication. If you, the dispatcher, needs to let your tech know another job note about the next job, a text is all you need. You don’t want to interrupt them on their current job. If a tech needs clarification on billing, a phone call would be more appropriate because it is an immediate obstacle to completing a job in a timely manner.
  3. Use Job Notes - Notes are LIFESAVERS, whether you’re texting, paging, writing, or using the Notes features inside Pointman, each job should have notes. It’s here you can have the dispatcher let the tech know the “customer is home, and has been contacted.” This saves a conversation, and will make sure technicians don’t show up to cancelled jobs.

This blog originally appeared on www.pointman.com. Follow this link to continue reading. 

Best Practices Business Contractors & Installers Dispatcher How To HVAC Management Plumber Plumbing Software
  • Related Articles

    Digital Exclusive: The Subcontractor and the Digital Divide Between Office and Field

    Digital Exclusive: Top Seven AEC Marketing Trends to Watch for in 2019

    Digital Exclusive: 4 Ways to Keep Construction Projects Running Smoothly During a Pandemic

Bagner
Andy Bagner

Digital Exclusive: Seven Ways to Strengthen Communication with Techs in the Field

More from this author
You must login or register in order to post a comment.

Report Abusive Comment

Most Popular

  • Porter Pipe & Supply Names COO Nick Porter New CEO 

  • Winsupply Names Thomas Pipe and Supply Company of the Year, Others by Industry Category

  • Harmonized Bidet Standards and the Pandemic-Caused Run on Toilet Paper

  • Showroom of the Year: Experience the Flow of Elegance

Featured Video

Mcneeley webinar

PHCPPros: State of the PVF Industry

Industry Events

  • 28Apr

    2021 BLUE HAWK Annual Conference

    Austin, TX
  • 12Oct

    BOILER 2021 – ABMA Boiler Technology Conference & Expo

    Dallas, TX
More Events

Subscribe to our newsletters & stay updated

Subscribe & Learn More

  • Tw04 2021
    Learn More
  • Pe04 2021
    Learn More
  • Phc04 2021
    Learn More
  • Es07 2020
    Learn More
Subscribe

More from PHCP Pros

  • Editorial Team
  • Home
  • Contact Us
  • About
  • Advertise

Follow Us

© 2021 All Rights Reserved

Design, CMS, Hosting & Web Development | ePublishing