Home | Executive Dialogue | Carole Jesiolowski

What You Can Learn From Your Service Techs

“I think every owner should spend a day with the mechanics.” This was the reaction of Jeff Schmeck, director of a Texas supply chain company after he served as “Mechanic for a Day” alongside his company’s service technicians. Schmeck relates that he initially did the event to encourage 100% participation in his company’s United Way drive. But what he got out of it was an appreciation for the demands his technicians face and insights into how his company could improve its processes and help the technicians serve customers better.

Schmeck shares what he learned in Welding & Gases Today’s online-exclusive article, “Do You Know What Your Employees Need?

For me, Schmeck’s experience brought to mind the CBS show Undercover Boss, where company leaders go in disguise to learn more about their companies. Curious to see if a boss had ever posed as a service tech trainee, I ran a search and came across an episode where DirecTV CEO Michael White did just that. I’ve included a video of the segment below.

A few things struck me about White’s service tech stint. Like the technicians distributors nominated for GAWDA Service Technician Honor Roll, the technician in this episode (Phil) stopped at nothing to make sure the customer was satisfied. Schmeck, in his article, was likewise impressed with just how hard working his mechanics were.

White also learned the sometimes unfortunate answer to Schmeck’s question, “Have I assessed what resources my mechanics require to do their jobs?” Phil revealed that he had to provide his own GPS; and that the equipment stocked on technicians’ trucks was not always adequate.

White was apparently impressed and inspired by his time with service tech Phil. In an interview with BNET after the episode aired, White announced that the company would institute a Technician Appreciation Day as a result of his experience. I guess he had the same reaction we had after talking with GAWDA’s amazing service techs, one of the reasons we implemented Service Technicians Month as a way to recognize the industry’s oft-unheralded technicians.

Phil’s story is a perfect example of a technician going beyond the call of duty. He could have simply told the customer, “Too bad—I don’t have the equipment I need.” Instead he called around to find the equipment and make sure the problem was fixed before he left. Although it was a simple act, Phil’s great service turns what could have been a disaster into a positive experience, possibly saving the company a lost customer.  It’s this kind of story that we’re looking for in our Customer Service Technician Contest. If Phil was a GAWDA member, I know I’d vote for him.

Would you consider working as a technician for a day as Schmeck recommends? If you do, I’d love to hear about it.

As promised, here is the Undercover Boss video. White’s stint as a technician begins around the 5:47 mark.

Click here to fast forward to the segment being discussed (video will open in a new window).

Read recent posts


You may also like ...