There’s no two ways about it, all aspects of your workforce’s behaviour can have a huge impact on your company. From the way they drive the company vehicles to the way they treat your customers; it all counts. They are, in effect, your brand ambassadors and have a lot of clout with the impression your company makes!
It’s essential that your workforce knows what’s expected of them when out and about on the road and when dealing face-to-face with customers, as bad habits really can be bad for business in more ways than you might think.
Consider your company’s:
Reputation. Having your workforce out on the road every day with your company brand emblazoned on uniforms and vehicles is a fabulous marketing tool! But what happens if a member of your workforce is found to be driving recklessly, or being unpleasant to your customers?
Bad behaviour, unintended or not, can ruin the customer’s experience and their journey with your business. This, in turn, may create ill-will and even negative publicity which will only damage your brand. It’s more important than ever for your workforce to refrain from doing anything, both on and off the road, that could be perceived as offensive.
Profitability. It’s well-documented that careful driving will save costs in term of fuel expenditure and long-term maintenance costs. Clearly, a safer driver is also less likely to have accidents, which will therefore reduce your risk of incurring inflated insurance premiums. Making such savings can only be good for your company’s bottom line.
Productivity. Aside from creating a negative first impression with customers, the impact of bad timekeeping is often higher than many expect; a few wasted minutes here and there all adds up and will certainly impact the productivity of your workforce. Poor punctuality by a few will also place additional burdens on the rest of the workforce, dent performance evaluations, and may impact customer feedback.
But, it’s impossible for your workforce to know what to do and how to ensure the above issues are considered thoughtfully without clear guidance and systems in place throughout your company.
That’s where Wayforce field service management software can help. Our system is affordable and easy to implement for businesses across all sizes and sectors and allows you to monitor where your workforce is and the status of all jobs, addressing vital time-keeping needs. Even your clients can check their progress and leave feedback with our smiley face system before they signoff a job.
Your field workers can quickly and easily manage their paperwork without having to make visits to the office, which significantly boosts the amount of work they can complete in a day. And, if you’re after a specific function, we can build bespoke add-ons to suit your specific business requirements.
Don’t let bad habits or behaviour tarnish your business. Get in touch for a free demo and #WayTheForceBeWithYou!
https://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.png00Jennifer Robsonhttps://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.pngJennifer Robson2018-04-30 10:49:242018-04-30 10:49:24Good behaviour is best for business!
We’re counting down the days until we attend Microsoft Build, an annual conference geared up for brilliant software developers and industry game-changers.
Code your tomorrowis Microsoft’s ultimate developer showcase conference featuring cloud, artificial intelligence, mixed reality, and much more.
Now, aside from enjoying a trip to Seattle, there are some real business reasons behind why we choose to invest in sending our staff to this conference.
We learn from the best in the business. As a software company, we write code and implement Microsoft technologies. So, it makes sense to gain in-depth understanding on the technology that underpins our business it terms of future progression and gaining a competitive edge.
There’s nothing like being in a room of like-minded people, but there are few golden opportunities to meet those behind Microsoft and its partners! Microsoft Build brings together the best and the brightest in the industry from all over the world who genuinely want to share what they know.
We get to discuss what we’re doing with Microsoft services and raise issues our customers may be experiencing.
This dramatically enhances our knowledge and then we share it with our team, contributing to our continual professional development. This includes the good, the bad, and the plain confusing!
We use our learning for our customers’ benefit. After learning so much and feeling inspired, it’s no surprise that we ensure our customers benefit from the enhancements showcased at Microsoft Build.
We always return with new ideas and approaches and this places us in a very strong position to ensure we can provide the very best advice to our customers. And what’s more, we apply it to developing our software products, which safeguards their investment. Utilising what we learn, coupled with examining our competitors’ activities and plans, we create the best possible solution for our customers. This, in turn, means our customers always have the competitive edge.
Over the past four years we’ve used our visits to the conference to: invest in Azure cloud infrastructure; develop global capable solutions; and provide insight and knowledge for our customers’ benefit. Through these visits we have been able to speak Microsoft evangelists who shape and develop the core platforms we use and depend upon.
Yes, it is fun, it’s certainly exciting but it’s also hard work and very important to both our future and our customers’.
These two main reasons (along with the free t-shirts) is why we’ll continue to invest our time and resources in attending Microsoft Build.
To find out how we can help you, please give us a call on 0191 731 9933 and #WayTheForceBeWithYou.
https://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.png00Jennifer Robsonhttps://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.pngJennifer Robson2018-04-20 13:15:402018-04-20 13:17:41Wayforce is off to Microsoft Build again!
Winter has been with us longer than usual this year and as a gas and heating contractor, you’ve probably been running at full capacity with a deluge of heating repairs and installations for the duration.
Additionally, the frequency of extreme weather events, like snowstorms and freezing conditions, will contribute to an increase of emergency jobs that need to be factored in to your workforce’s schedule.
While this is certainly good for business, it may well have been overwhelming to manage the influx smoothly and efficiently. However, the season will eventually change and with it bring quieter times where you can take the opportunity to review your current situation and put in place strategies to protect, and even grow your business, all with an eye on preparing for the next busy winter!
What can you do now?
Be prepared! Winter (generally) arrives at the same time every year so it makes sense to develop a plan during summer to make sure that you can handle unexpected increases in demand and make sure customer service remains top-notch during your busiest times.
Invest in your field management software. Can it be better? Can it be developed to further improve your workforce field management during peak times and avoid a potential winter of discontent?
Wayforce field service management software helps you to keep tabs on sales and bookings and allows you to track your workforce throughout the year. Your field workers can quickly and easily manage their paperwork without having to make visits to the office, which significantly boosts the amount of work they can complete in a day. And, if you’re after a specific function, we can build bespoke add-ons to suit your specific requirements.
Train your staff. The quieter months are a great time to invest in your workforce’s training and make sure all systems are being used correctly to maximise your business’s efficiencies and customer satisfaction levels. Think especially about how to increase productivity that will ensure more work can be taken on during peak times while reducing potential problems and hassle!
Encourage maintenance all year round. Flurries of work may be the norm during winter in the gas and heating industry, but it’s important to ensure a steady level of business all-year round. Convincing customers to have their boilers maintained and certified during the summer months may be a challenging task but, if done well, you’ll create an excellent business opportunity. So why not use the slower months to target your customers with a personalised offer and schedule in those maintenance service jobs?
#WayTheForceBeWithYou and get in touch to request a free demo to see exactly how you can avoid a winter of discontent!
https://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.png00Jennifer Robsonhttps://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.pngJennifer Robson2018-03-29 16:58:102018-03-29 16:58:10Ways to plan for winter demands
Before job management software like Wayforce came along, workforces out in the field had to carry around lots of paper. Lots of it!
This could vary from job sheets, reports and surveys that had to be completed and signed, to certificates, invoices and receipts that that had to be filed or posted.
While the need for this documentation still exists, Wayforce field service software removes the need for these documents to be in paper. Instead, your customers can sign off service reports and surveys on your worker’s mobile device while invoices and receipts can be stored electronically and emailed.
The savings of going paperless includes reducing the cost of the paper, which can be substantial, and the cost of office supplies like ink cartridges and upgrades or replacements to office equipment, such as printers.
However, the benefits stretch even further!
Improving the bottom line. Wayforce field service software lets you invoice quickly and easily. Speeding up the invoicing process means getting paid sooner, reducing debtor days and improving your bottom line. Now you can’t go wrong with that!
Easing administration burdens. Getting buried under mountains of administrative paperwork, wrestling with clunky filing cabinets, fiddling with error-prone manual processes, and deciphering hard-to-read handwriting are all tasks firmly in the past! Instead, Wayforce field service software manages it all for you so you can spend your time serving customers or working on other business priorities.
Increasing business efficiency. Digital documents are much easier to manage and store than paper ones. Having documents available to access and share with your customers and employees regardless of the location, improves team productivity and makes for a much a better customer experience.
Being environmentally responsible: Reduced use of paper and printing means fewer trees will be cut down to produce paper. It’s that simple! Moreover, demonstrating that you operate efficiently and produce less waste could see you eligible for various tax rebates and relief schemes.
Securing your data. Wayforce workforce management software stores your data safely so documents can no longer get lost. Everything is retrievable, and the flexibility and scalability offered will allow you to improve your flow of communication with confidence.
To sum up, reducing your use of paper brings a number of tangible benefits that will contribute to improving all aspects of the service that you provide for your valued customers – no business can afford to ignore that!
#WayTheForceBeWithYou and do get in touch to request a free demo.
Listen up! Read our tips on great listening to ensure customer service success.
Here at Wayforce, providing excellent and memorable service for our field service software customers is important to us.
Without this exceptional support, our customers wouldn’t return, and certainly mediocre or bad support would drive them away.
Simply put, there’s no business without satisfied customers! So, making sure that they’re understood and served well is always at the heart of our customer service.
We regularly get fantastic feedback from our service management software customers on this, so we know it works. How do we do it? Well, we listen! Active listening is a crucial part of customer service. It’s the foundation of our customer service interactions, and it’s a powerful tool for ensuring that our customers enjoy a positive experience with us.
There’s a well-known expression: “Listen, don’t just wait for your turn to talk.” Too many customer service interactions, especially those run by scripts, don’t heed this advice. It doesn’t have to be this way.
Here are our top tips on how to be a great listener
Focus your attention on the customer. Through the entire conversation. Stop whatever you’re doing that doesn’t relate to serving the customer. Prevent yourself from being distracted by colleagues or external noises, put down your paperwork or reading material, stop typing on your computer, and really focus on your customer and what they’re saying.
Smile! It’s well known that even on the phone your smile comes through in your tone. If you’re face-to-face look at the customer as you speak, use open body language and gestures appropriately and let them know that you’re listening to what they’re saying.
Don’t interrupt or pre-empt. You listen better when you’re not talking, so refrain from interrupting or second-guessing what they’re going to say. Interruptions may break their train of thought and chances are you’ll be wrong and miss some of the content of their conversation if you jump in with your own thoughts.
Ask questions. It’s good to ask questions so you can get more information on any points you need to clarify.
Paraphrase. Reword what your customer said to confirm your understanding. involves restating what your customer said in your own words. By taking this approach, you acknowledge and empathise with your customer, while taking responsibility for the situation and promising to take action.
Summarise. Finish your conversation with a quick summary of the most important points – this will ensure you both understand the outcome of your chat.
Active listening isn’t difficult, but it does take effort to learn and practice to get it right. And while you may not get it right every time, you should incorporate it as a basic skill, for yourself and for your whole workforce, so you improve your chances of achieving fantastic customer service success.
#WayTheForceBeWithYou and do let us know how you get on!
https://wayforce.co.uk/blog/wp-content/uploads/2018/03/always-smile-blog.jpg5121024Jennifer Robsonhttps://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.pngJennifer Robson2018-03-15 18:28:482018-03-27 09:08:35Our tips on great listening to ensure customer service success
We have released the next version of Wayforce, the cloud based field service management software.
Wayforce brings Waymark’s field service management software to the cloud. The Waymark team have been developing solutions to manage staff that work away from the main office for over 15 years.
Wayforce is an intelligent, cloud based real-time field service management solution that will allow you to keep your team connected and your office running smoothly.
Wayforce has been specifically designed to make life easier for companies with field-based workers. Wayforce incorporates Wayforce Management Suite, a back office application for customer services, call centres, dispatchers or admin teams, and Wayforce Mobile, an easy to use mobile app for field staff.
To see what Wayforce can do you for you, watch the video below.
Wayforce is a derivative of on premise applications that are currently managing literally 1000’s of field staff across the UK, so you can have complete confidence that this is a tried and trusted stable platform to transform your business.
To find out how Wayforce can help make your life easier and to book your FREE trial
https://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.png00Jason Hylton-Joneshttps://wayforce.co.uk/blog/wp-content/uploads/2018/03/Wayforce-logo-banner_job_management.pngJason Hylton-Jones2017-12-01 13:50:252018-03-08 08:51:11Wayforce v2 goes live – The modern field service management software