Client Success Story
A large North American utility and home services provider partnered with DoubleDigit Sales to equip its technicians with a sales and service mindset to add value to every customer interaction.
“It really focuses on the absolute basics of communication, which is pivotal in our line of work, due to the daily interaction with different home owners each day.”
– Training Participant
8% to 18% Increase of All KPI’s
Improved Net Promoter Score
Increased Lead Generation
Increased Total Revenues
Equipping Non-Traditional Sales Roles with Sales and Service Skills
One of the largest Canadian energy providers was challenged with how to maximize the level of service their field technicians were providing. They also saw an opportunity to improve their leaders’ coaching and mentoring capabilities, thereby strengthening the relationship between technicians and leaders.
The company realized that within its team of technicians was untapped potential and missed opportunities. Technicians are highly trusted, skilled professionals with a focus on delivering better quality home services. Because they are frequently in direct contact with customers, technicians have a unique opportunity to add value and strengthen customer relationships by providing further insight, for example, ways to increase to increase home comfort, save on energy costs, etc.
The other opportunity was with its leaders. The goal was to improve its leaders’ abilities to provide regular, standardized coaching and mentoring to technicians to ultimately provide improved customer service.
The goal was to focus on delivering service excellence to their customers rather than turning technicians into salespeople.
The first step to unlocking the technical team’s potential was to incentivize the behaviors that the company wanted to see from its technicians. This included creating new key metrics in addition to rewards and recognition based on those metrics.
The second step of the solution was developing a branded training program. As part of the program, technicians went through a one-day training program focused on effective communication with customers and how to identify those customer’s needs. The goal was to focus on delivering service excellence to their customers rather than turning technicians into salespeople.
Simultaneously, leaders went through a three-day training program focused on engaging their techs in effective, regular coaching conversations that would enable and empower them to deliver the highest quality service.
Nearly 850 technicians and leaders went through the training program. The company measured NPS, lead generation, total revenue and contribution by technicians to determine the effectiveness of the program. The results were astounding: All KPIs increased between 8% and 18%.
Sales Culture Effectiveness Report