Most of us believe that technical expertise is the most important factor in building a successful maintenance organization. However, we all know excellent technicians that fail in the service business. Why do they fail, or why do they fail to grow? Several factors, in addition to technical expertise, must be considered.
Everything your staff does or says has an effect on the perception of maintenance. Telephone courtesy, physical appearance of technicians, and cleanup after service are just a few examples of how perception is formed and how it can be changed. Training your people in these areas is just as important as technical training. “Situational” discussions with your staff involving normal problem solving procedures with suggestions regarding acceptable, professional behavior can be a very effective training tool.