In a business that offers services that are delivered to the customer, there is a piece of marketing strategy that sometimes gets overlooked. It is of major importance to realize that the people that take your service to the field are in large part responsible for you company’s image, and therefore have a large effect on establishing your brand. Service providers—as well as sales people that are out in the field—could reasonably be considered part of your marketing department, and are should be treated like and made aware that they are the brand. Because they are the face of your company and your brand in the eyes of the client, they require guidance and preparation in terms of representing your brand and establishing your brand reputation. As marketing professionals, it is our job to make sure our customer-facing service providers understand the importance of the brand and of being brand champions.
What is the difference between an on-site service provider that has been coached on these concepts and one that has not? The key is that the service provider that understands his role as part of your marketing team will talk to the customer about the brand and service, and tie what he does to the brand. For example, if your service happens to be carpet cleaning, the service tech may comment to the customer that the fragrance of your carpet cleaning solution is specific to the brand, especially if the customer likes it. If complimented, he may again point to the quality of the service provided by your brand, and plant the idea that the customer may always expect the same great service from your company, regardless of who the tech is that comes to deliver the service. A service tech that has not been trained as a brand representative, on the other hand, may simply do the job and get out, minimizing client interaction. Instead of tying a customer’s satisfaction to the brand, he may simply say “thank you, glad you like it” when complimented.
There are several things you should provide to your on-site service techs in order to help them represent your brand in a way that is rationalized to the rest of your marketing effort and vision. Here are my Top Five Tips for Training On-Site Service Providers to be Brand Representatives:
- Make sure every one of your field service people is aware of the expectation that they are to market your brand to the customer. Just having the concept can go a long way.
- Ask your field techs, service providers, etc. to tie customer satisfaction to the brand. For example, ask them to accept compliments, tips, and even criticism with a tie-in back to the brand. For example, if they receive a compliment as to the quality of their service, they should be trained to highlight that the brand deserves the compliment as much as does their own personal contribution. For example, “Thank you. All of us at Best Cleaning Company pride ourselves on quality. We look forward to doing business with you again.”
- Send your service providers out with marketing literature or small giveaways (i.e. refrigerator magnets with you company name and contact info) to promote the brand.
- Train your service providers in gracefully accepting criticisms from the customer while making the customer feel that your entire company is available to help resolve the problem.
- Give your service providers some basic marketing sound bites they can use to promote your brand in a way that is in line with your general marketing strategy. Train them to be able to easily explain why the customer should choose your company over any other—in other words, train them to be able to state your unique value proposition.
Dana Martin

