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March 2019

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For the next in our series of women in field service, I sat down with Deni Naumann, President of Copesan Services and Interim President of Terminix Commercial and Elizabeth Johnson, Director of Marketing for Copesan Services and Director of Marketing, National Accounts, at Terminix Commercial. Both Deni and Elizabeth have some history in the pest industry, and manufacturing before that – Deni has been with Copesan for over 12 years and was in manufacturing for…

Many manufacturing companies are stuck in the situation where they sell their product to other companies, which then re-sell the product to the end customer. In many cases, the aftersales service is performed by the re-seller, leaving the manufacturer with a limited potential for growth as they do not realize any of the service revenue. Manufacturing companies must make the right selection of partners and set up service agreements that allow them to create a…

If you’ve missed my earlier posts in this series on digital adoption, you can read here what we discussed about The Hierarchy of Digital Adoption, Building and Fortifying Your Digital Reputation, and How to Avoid Being Crippled by Choice. There is no doubt that, in the business world, not all software applications are created equal. Take for instance your transactional systems, email, accounting, etc. These applications are designed, configured (sometimes customized), implemented, and deployed. Notice that…

According to Karen Johnson, president of W. F. Hann and Sons, she found her voice later in life. Karen is quick to say she puts family first and she was out of the workforce for quite a while to stay home with her five children. When her youngest child went into high school, she began looking for part-time work – not realizing that a career in field service was going to land in her lap.…

When looking at how companies measure employee performance, it’s clear that there is wide variation across the industry in terms of incorporating customer satisfaction into the mix. In past years, we have observed that companies were generally doing a poor job in linking employee performance to customer satisfaction. While improvements in this area have been seen recently, many companies are still struggling to enhance their process for linking performance to satisfaction. In a recent study…

In honor of International Women’s Day on Friday, March 8th, I have set out this month to interview some amazing women in the service industries in an effort to learn more about their journeys and to get their take on what the future of field service holds for women. I started my interview series off with Maria Pallotta, Chief of Staff at Canopy Lawn Care. In her role, she is responsible for executing the overall…

Are you gearing up for a trip to Field Service Palm Springs next month? I am working on some cool things that Future of Field Service will be doing at the event, and it had me thinking about what I’m most excited to discuss while there. The thing I love about this event is that it enables me, and all of the other attendees, to connect with so many people at once – there’s really…

In a joint research study with the Advanced Services Group, a center of excellence at Aston Business School, Noventum explored how five societal ‘Megatrends’ bring opportunities for business growth for manufacturing companies through advanced IoT enabled services. The complete research paper can be downloaded at Noventum’s website. There are five societal megatrends we explored in this research, and they are: • Value change • Green and resource scarcity • Health and Aging • Globalisation and…

For field service organizations looking to dominate in their industry, conquer customer satisfaction, and embrace the latest technologies, the process of an acquisition can be both an exciting and daunting one. On one hand, you are investing in the potential for growth and eliminating from your competitive set. On the other hand, as field service navigates a new service landscape, adding a team that has differing ideas, varying ways of work, and completely disparate technologies…