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Sarah Nicastro

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When discussing service leadership traditionally, topics such as strong communication and a focus on change management and employee engagement have been top of mind. These things remain incredibly important, but the reality is, what is demanded of service leadership today has evolved along with the industry. In the experience economy with service as a strategic differentiator, innovation is essential. And it turns out, the traits that make a strong operational leader are not the same…

Last week was an action-packed week in Boston at IFS World Conference 2019. The event theme was “for the challengers,’ which I must say is a message I can really get behind. There’s a personal appeal, in the sense that I’ve always considered myself to be somewhat of a “challenger” — someone who asks a lot of questions, tries to think outside the box, and doesn’t back down in the face of resistance. But moreover,…

Mid-September I attended the Service Council Symposium in Chicago, where I facilitated a workshop on the barriers to service revenue growth. The workshop had a great turnout with lively conversation. Everyone in the room shared a common desire and need to grow service revenue. This desire is born not only out of every company’s pressure to do more and make more, but also out of demands from customers. Those demands can cause significant frustration for…

Tali McRee joined DISH Network right out of college after applying for a position with the company because she thought the job description looked really interesting. In her five years with DISH, she’s advanced pretty quickly through positions to her current role as Business Operations Manager III in which she’s responsible for coaching and development of Business Operations Managers and Analysts, along with determining resource planning strategies for DISH’s In-Home Services department as well as…

Customer experience (CX) has been the buzz of the service circuit for a couple of years now. While I see some companies really getting it right and putting a true, authentic focus on their customers – I also see a lot of companies jumping on board the latest buzz word and claiming a level of customer centricity that quite frankly is BS. It’s easy to say you are hyperfocused on CX and have a culture…

A few weeks ago, at Field Service Amelia Island, Maria Pallotta, Chief of Staff at Canopy Lawn Care, gave a highly engaging and delightfully actionable presentation on recruiting. I know from my conversations that this is a top-of-mind issue for the vast majority of you. While it is a multi-layered challenge not easily solved, what I loved about Maria’s session was how it offered some very tactical steps that will have an impact. I saw…

I had the good fortune last week of interviewing Paul Joesbury, Commercial Operations Director at HomeServe, for an upcoming episode of the Future of Field Service podcast (his episode will air August 28th, and it’s a must listen!). The conversation produced a wealth of valuable points, and as we prepare the episode for your listening pleasure, I thought I’d start by sharing Paul’s thoughts on what it takes to get employees to adopt new technology.…

I was on vacation last week sipping a Pina Colada by the pool (OK, wrangling toddlers is a more accurate description) when I read the news that Salesforce had acquired ClickSoftware. To me, this signals exciting times for any of us involved in the world that encompasses field service. A function that was once viewed as a cost-center, and often an afterthought, is getting its turn to be recognized as the wealth of opportunity it…

Field service organizations historically haven’t been known to be very agile, and the reality is that many likely still aren’t. That absolutely must change, though, and in short order. Gone are the days where set-in-stone processes, siloed strategy, and outdated technology can help you just “get by” and do what you’ve always done. Companies that refuse to evolve will simply cease to exist in today’s competitive landscape. As service becomes viewed more strategically and recognized…

I had the good fortune of interviewing Joe Pine, co-author of The Experience Economy: Work Is Theatre & Every Business a Stage and Co-founder of Strategic Horizons, this past week for an upcoming episode of the Future of Field Service podcast. It was such a good conversation that not only could I not wait for you to hear some of Joe’s wise words, but it was worthy of a written post as well to really…