FIELD SERVICES MANAGEMENT
Nobody has more influence on the customer than the FSE…nobody. Want to grow services sales? Want to deliver brilliant customer experiences? Time to turn your technical experts into brilliant field services pros.

MOST IMPORTANT CAPABILITIES REQUIRED OF THE FIELD SERVICES TEAM

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Source: Alexander, James A. 2016. Brilliant Customer Success: Managing the Customer Experience for Profitable Growth and Brand Dominance. Alexander Consulting.
1. Train Your FSEs

Overview

Transforming your people into brilliant service pros builds trust, creates relationships, and generates new sales, but it requires significant change in the attitudes and behaviors.

Bring Alex into your organization to teach a two-day training session on becoming a brilliant field services pro.
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Details

This workshop is built upon the content of the book The Brilliant Service Professional, the research-based, field-proven, guide to becoming an outstanding service professional. Here's a brief outline of the topics covered:

Module 1: Transforming from a Technical Expert to a Brilliant Field Services Pro
Module 2: Creating Trust
Module 3: Building Customer Acumen
Module 4: Mastering the Four Core Relationships Skills
Module 5: Influencing with Integrity
Module 6: Leading Brilliant Conversations
Module 7: Taking Charge of Your Time and Your Life for Peak Personal Performance
Module 8: Mobilizing Your Personal Plan of Distinction

Blended Learning Option: Sometimes budgets and the challenges of travel make face-to-face training difficult or just not doable. Therefore, all of our training is also available online. Using a live webinar format, and an interactive community augmented with tools and materials, most courses are completed within three weeks. Click here for more info.

Testimonials

“We trained our entire field services organization and all their managers—outstanding investment with immediate results. I highly recommend them."

Darin Chartier, Director
Agie Charmilles Field Services and Support

“Fun, practical, and effective training that hit the mark. FSE referrals for new business sky-rocketed.”

Jeff Shaw, Regional Manager
Maquet Medical Systems


"Alex’s work with us got all our frontline people excited about selling services. Services sales quadrupled and leads from our services professionals went crazy."

Carrington Herbert, Sr. Vice President
Muller Martini

2. In-House Presentation

Overview

Kickstart your services initiative. Bring Alex in for an executive briefing, keynote speech, health check, readiness review, or best practice analysis.

Learn what it will take to become world class.

Details

Executive Briefing
An executive briefing is a great way to kickstart your services initiative to transform your team from technical experts to trusted advisors by understanding the plusses and minuses and learning how to minimize risk.

Keynote Speech
A keynote speech is a powerful tool to get your message out to your entire organization and speed commitment and motivation to your services strategy. Download Alex's speaking profile.

Want to learn more? Contact Alex for a complimentary expert discussion.
3. Health Check

Overview

Quantify and Verify
Find out how ready your organization is for Brilliant Service.

(To be used in addition to the half-day executive briefing or by itself.)

If you are considering making significant changes to your approach to services, a Readiness Review is the way to go. If you have a mature services organization, a Best Practice Analysis can help take you to the next level of performance.

Details

Readiness Review
Are you ready to change? What are your chances of success? What are the problems you must solve and the opportunities you must leverage?

At the core, a readiness review includes interviewing a sampling of key internal players (executive, service leadership, service professionals, sales management, and sellers) to learn their issues, concerns, and ideas around growing services. Normally, a combination of individual interviews and focus groups are used, over the phone or in person.

Alexander Consulting analyzes the data and develops a report outlining strengths, weaknesses, reactions, opportunities, options, and recommended next steps. This information can be presented face-to-face in a two- to four-hour interactive session, or in a two-hour conference call.

Best Practice Analysis
Want to learn how you stack up? Learn what it will take to become world class.
4. Coaching

Overview

Even the very best can benefit from some expert feedback when doing something new. Do you have some high-potential folks whose performance you'd like to accelerate? Speed and smooth the journey with expert coaching.

Want to learn more? Contact Alex for a complimentary expert discussion.
5. Book

Overview

Cheap and Easy
For less than the price of NASCAR parking you can tap into our best thinking on successfully building brilliant field services within a product company.
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Details

The Brilliant Service Professional uncovers the competencies, tools, and behaviors that enable field service pros in any industry to shine. Key theme examples include:
  • Executives' changing expectations of the service provider.
  • What BSPs do that others don’t do.
  • How the BSP influences with integrity to help the customer become more successful.
  • Potholes on the path to perfect performance.
  • How to establish trust fast, using the seven trust-building behaviors.
  • How to plan for and engage customers in worthwhile conversations.
  • Understanding how to create value.
  • Effectively working with sales and other departments.
  • The service pro’s role in helping get new business.
  • How to say no with confidence and style.

Purchase

Visit Amazon to purchase your hard copy or e-book.

Interested in special quantity discounts? Stay right here on the Alexander Consulting website for awesome savings. Get the details.

Reviews

“The Brilliant Service Professional is a fantastic road map to success. Whether a seasoned executive or just cutting your professional teeth, the Brilliant Practices and Shining Examples reinforce our foundation and motivate us to be the best. Alex Alexander is Tom Hopkins, Harvey Mackay, and Malcolm Gladwell all wrapped into one. In our new service economy, BSP will help advance our position in the world market. If you have customers, you need to read this book!”

Chris Zane
Founder and President, Zane’s Cycles, and Author of
Reinventing the Wheel: The Science of Creating Lifetime Customers

Complimentary Resources

Articles

Videos

Becoming a Brilliant Service Professional Series

This video series is designed for service professionals who wish to become the very best--the brilliant service professional. More videos will be added on an irregular basis. If you want to know when, sign up for our (you guessed it) complimentary monthly e-newsletter, Alexander Insights.

View "How to Transition From a Traditional Service Provider a to Brilliant Service Professional" now:
View "Brilliant Service Professionals Sell Services: Influencing with Integrity" now:
With over 20 years focused on building brilliant field services within product companies we know what works and what doesn’t. In fact, we guarantee all our work…if you are not totally satisfied, just pay what you feel our efforts are worth.

Avoid the failure pain, and enhance your success gain.
Want to Learn More?
Contact Alex at 239-671-0740.
Contact
Alexander Consulting
5248 Fairfield Drive
Fort Myers, FL 33919
239-671-0740
alex@alexanderstrategists.com
Who We Help
Product Company Executives
Service and Support Leaders
Strategic Account Managers
Frontline Services Professionals