Author

Tom Paquin

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Is the customer always right? Obviously not. If a customer comes into a store and says that they are deserving of a 60% discount on their order because they had a hard time finding a parking spot, it’s okay to say ‘no’ to them. I’d argue that any utterance, complaint, or assertion of any kind from a customer be met with a proportional amount of scrutiny. Because people don’t necessarily know what they want. Sometimes…

Last week, I wrote about service appointments from the cradle, and what we can learn from them. Life being a series of contrasts, I figured I might as well take that full circle and talk about what goes into the last service appointment you’ll ever have: your funeral. Because we have the luxury of living in a society that doesn’t have to think about death constantly (something that’s only been true for about 100 years)…

A few months ago, my wife Kate and I welcomed our baby girl into the world. She is the light of our life and I am so madly in love with her, proud of her mom for everything she put her body and mind through to bring her into the world, and overjoyed at a lifetime of possibilities for our little one. While we were very fortunate to have a relatively straightforward pregnancy and birth…

“Cloud” has long since emerged from the ether and cemented itself not as the future, but as the present. This has been accelerated (as have all things) by COVID-19, as businesses grapple with a newly-dispersed workforce and the challenges that such a scenario invariably uncover. With the march towards cloud, developing products and maintaining support for “dinosaur” on-prem systems seems like more and more of a liability. In a world where everybody wants to sell…

Sarah welcomes Rias Attar, accomplished business strategist, transformation expert, operational excellence leader, project and change management professional and author of the new book Change to Win, to discuss how strategy, delivery mechanism, and culture all play a part in embracing change to respond successfully to market pressures.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about how to change to…

Recently I came across this report on Forrester exploring the pros and cons for horizontal vs. vertical cloud solutions for different business areas. It’s worth a read if you haven’t done so, but naturally any time I come across one of these, I want to put it into the service context. Of course, service is not a specific vertical, is it? It’s a loosely-connected cluster of verticals, focused on very different outcomes, very different types…

Ian Schmehl, Vice President, Sales, Service, and Digital Operations – AT&T Mexico, talks with Sarah about the criticality of call center and field service collaboration, the growing role AI is playing in the call center, and what the future of a “no-call” center will look like.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about the future of the call center.`…

Nowadays, the public discourse on comic book characters is so firmly entrenched into the mainstream that summer blockbuster season (at least in a normal year) is usually clogged with capes, tights, and, I don’t know, Iron Man suits or whatever. Partially because they’re owned by the evil mouse company, much of that discourse centers around Marvel properties, like Captain America, Spider-Man, The Hulk, and so on. And yes, people study this. Child of the eighties…

Jimmy Auw, Director of Central Asia Pacific Services at Lenovo, talks with Sarah about four major focus areas that come into play as Lenovo looks to seize the potential of service.     Sarah Nicastro: Welcome to the Future of Field Service podcast, I’m your host Sarah Nicastro. Today I’m going to be talking a bit about the opportunity of embracing service and the potential it can bring to your business with Lenovo. I’m excited to…

It feels crass, sometimes, discussing how software can help drop dispatcher-to-tech ratios for field operations. I know dispatchers, and I don’t want to support tech that makes them redundant. In spite of this, I think we all understand that automation of back office processes lessen the workload in the back office, which will lead to the flexibility to limit headcount. But I don’t necessarily think that’s the best way to think about it. I’d argue,…