Anticipating customer needs after a field service job is finished

This episode looks at field service, the work of technicians who install, maintain and repair equipment, and the idea of completed service work. The guest explains that when a job is done, the technician should think ahead to what the customer might need next.

That could mean answering likely questions, offering extra training, or suggesting an upgrade that helps the product run better, all before being asked. The discussion also covers what field service management involves, including dispatch, scheduling and live tracking, and how the data collected about each customer's history can be used to improve future service. An anecdote about a refrigerator needing repeated visits explains why better coordination matters.