Matthew Leonard
Matt is a seasoned strategic digital marketer. With internet marketing experience as early as 1995 Matt is a digital marketing industry thought leader.


3 Ways You Can Do a Better Job Listening to Your Customers | ServicePower | Innovating Field Service
Last week, Shep Hyken at The Smart Van wrote a post about the concept of firing bad customers. His argument is that the customer isn’t always right, and in some cases it help actually help your organization to lose a customer who is abusive or never satisfied. And while Shep makes a valid point, this is dangerous territory for service organizations. While you may get a bad apple from time-to-time, when you receive repeated complaints from an individual customer, instead of immediately taking the leap to “fire” them, this may be time to evaluate whether or not you are truly, actively listening to your customers.

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Be a Driving Force of Innovation and Inspiration | ServicePower | Innovating Field Service
At the bottom line, field service is important because it touches customers’ lives. At ServicePower, we care not only about our customers, but about the customers of our customers as well. It is our goal to implement software solutions that not only drive the bottom line, but also delight and inspire. Our field service solutions are built to truly innovate the service industry, starting with the consumer.

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Field Service Travel Should Be More Than Just A to B | ServicePower | Innovating Field Service
On the road again… just can’t wait to get on the road again… We’d like to imagine that your field techs hum this knowingly as they carry out their daily responsibilities, but maybe we are getting a bit carried away. Imaginative humor aside, the truth is, travel is a huge part of field service operations, and as such it is also a huge risk. Unlike in-office employees that organizations can keep a watchful eye on to essentially enforce productivity (which we assume was Marissa Mayer’s philosophy behind the Yahoo work-from-home ban), field employees are out in the world with expensive equipment, complex customers to satisfy, and many hours logged on the road and in traffic.

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Not All Street Level Routing is Created Equally | ServicePower | Innovating Field Service
A while ago on our blog we published a piece explaining that all field service scheduling solutions were not created equally. We explained that while there are many marketing terms used to spin scheduling solutions to sound comprehensive and powerful, there are only a few on the market that offer true optimization for field service organizations. We have decided to create a series highlighting the concept that not all aspects of field service management solutions are created equally across the competitive landscape. Today we want to talk about street level routing.

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It’s All in the Delivery | ServicePower | Innovating Field Service
I recently traveled to England and booked a hotel room at a reputable chain. The hotel itself was beautiful; old architecture, a luxurious lobby and a fountain out front, and the prices reflected this. But as I checked in, my experience began to sour. The lady at the front desk proceeded to tell me that my room would indeed be missing all its furniture except for the bed and desk, as they were in the middle of a “furniture renovation.” She then proceeded to tell me that they may come into my room during my stay to replace said furniture. I wonder what my face looked like to her as she explained this to me. Dumbfounded for sure. Perturbed, probably. I couldn’t believe what I was hearing. Was there seriously no better way to execute a “furniture renovation” than to do it in the evening on a night when the hotel was at maximum capacity?

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