Have your service meetings become sales meetings?

[KenB]

It seems to me that our bi-weekly service meetings are now focused on policies and procedures, and how to raise sales.

Not just sales of equipment, but service contracts, supplies, network support, yadda yadda.

I remember when we actually used to discuss machine issues, new equipment, and general technology, rather than looking at PowerPoints and Excel spreadsheets of endless numbers.

I know that the role of a tech is migrating to more of a consultant, but it seems that the technology has taken a back seat to gaining market share.

I know that some of this is necessary, but it seems to be getting a bit much. We actually had a really talented tech quit - just because he didn't want to be a salesman.

I'm all for turning in leads, just like we've always done, but the way I see it, as long as we keep the products running smoothly and keep a good relationship with our customers, the sales department should do their jobs.

[Ianizer]

Re: Have your service meetings become sales meetings?

Ah! The good ole days...

By bi-weekly, Ken, do you mean twice a week or every other week?

I read somewhere that meetings are the largest business time waster there is.
One might pop off with something like that, but this was a real study.
They ought to be infrequent, brief, and to the point, the study suggested. They're somewhat of a necessary evil.

Our recent meeting degraded, at one point, into a clash of personalities between two individuals, seeming to support the theory. (While awkward, in the public setting, it wasn't entirely unpredictable.)

Field techs seem to suffer from a common dilema. Our work is largely solitary, so meetings, allowed to carry on too long, often fall to anecdotal "war stories" of mostly isolated cases not necessarly pertinent to day-to-day territory management. And, as there are often a number of "right ways" to do a thing, one can easily find themselves in a meeting with an argument simmering just below the surface.

I've really come to believe that the occasional team meeting is the way to go. Half a dozen people, at most; preferably in the filed -- maybe early breakfast; strictly defined time frame and agenda, with no time for stories.

I also like the occasional no-agenda breakfast meeting, but with defined time frame. It's a necessary outlet for our singular work.

-I

[fixthecopier]

Re: Have your service meetings become sales meetings?

What the hell is a meeting???

[The Otrain]

Re: Have your service meetings become sales meetings?

A meeting? It is a "tongue-lashing", reminding you when you screwed up in the previous 2 weeks or so. Sometimes, they feed the animals too!

[blackcat4866]

Re: Have your service meetings become sales meetings?

As the copier division is the smallest division of our organization, the copier portion is usually a brief mention or non-existent.

If all the techs were to get to gather for an early breakfast on the road, it would be a normal day, and I'd be all by my lonesome.
If there is some sort of purpose for such meetings I haven't figured it out yet. =^..^=

[gwaddle]

Re: Have your service meetings become sales meetings?

The best service meetings I've ever had were what we do now. The other service tech and I usually meet by our cars after work, have a smoke and discuss the day and upcoming work. These are the most productive work meeting I've ever had.

[prntrfxr]

Re: Have your service meetings become sales meetings?

Nowadays, with the economy as bad as it is, the shift of a lot of companies is to generate sales, try to keep margins up, and at the same time stay competitive. A lot of smaller service companies are simply no longer in business. At the same time some companies have acquired other companies and some of those clients have become larger service companies.

I look at it this way. 1) Sales affects my job (whether I have one or not or whether I am going to continue having a 401K, for example), so it is important to hear how the company is doing and what they are planning to improve. 2) If they are talking about sales, they are not attacking your department.

[charm5496]

Re: Have your service meetings become sales meetings?

we try to have quick weekly meetings in the AM for around 30 minutes where we go over technical issues and any updates that come down from the manufacturers. We also go over all the positive feedback from the customers and fellow employees. We do not let the meetings get out of hand with sarcastic comments or let it turn into bitchfest.

I do feel that as a tech though it is our responsibility to the customer and my company to report any opportunities or needs that my customers might have to help my company grow.

[mojorolla]

Re: Have your service meetings become sales meetings?

I take my techs to breakfast once a month and talk shop. Sales see technicians as "neccesary evil" and our meetings usually involve throwing more money into sales by taking it from the service department.

[btbear]

Re: Have your service meetings become sales meetings?

Our meetings to discuss machines are walking in the shop in the morning or walking out in the afternoon.

[HenryT2]

Re: Have your service meetings become sales meetings?

Luckily, at most of our monthly tech meetings, we are asked if we have run into UNUSUAL problems, and what the solution was . These are productive, as we can discuss the how's and why's of the problem .

When SALES get involved it is normally NOT a tech meeting ; it is just a meeting . ( Breakfast ?? meeting ?? , WOW ! I've never heard of such a thing . )

As a TECH, we all understand the value of sells ; they sell , we service . they sell , we service . Life is OK

As a sales person they DO NOT understand the value of service; they sell , we DO NOT service , they do not sell to that client again . Soon we have nothing to service 'cause they cannot sell to anyone . If there is no service , intelligent people will not buy the product !
Was it PT Barnam that said " there's a sucker born every minute " ? These are the ones that will keep buying, even if there is no service .

GOOD LUCK TO US ALL

[CompyTech]

Re: Have your service meetings become sales meetings?

There are service meetings with our service manager, and then there are "sales" oriented service meetings usually involving the boss.

[Lagonda]

Re: Have your service meetings become sales meetings?

A meeting implies some sort of democracy, we actually run a benign dictatorship around here.

[prntrfxr]

Re: Have your service meetings become sales meetings?

At most meetings in the states, Lagonda, the meeting is there to appear to be democratic. If you get the opportunity to ask anything or say anything you are quickly shot down. If you make the boss look bad in front of the rest of the help (you will know if his/her face gets red), there WILL be some form of retribution later. Meetings are usually designed to find "troublemakers", assign blame, and to keep everyone in line.

When I was service manager for another company, sales was not invited. If they were, they were observers and not allowed to comment until the very end. Management decided the meeting idea should be their idea and took it over. The meetings became 2-3 hours long after that, with no training sessions and very little work getting done. These meetings were nothing more than, management talking about how great they were and what they did for the company and how pathetic and stupid the technical staff was. Did they ever learn their lesson in management, you ask? I don't know, but they certainly paid for it. I say this because that company had so much potential and they messed it up. All the good techs left, including myself. The accounts receivable manager embezzled money from the company and was arrested. (I warned them about that one. They chose not to believe me.) The company is now out of business and I heard (not verified) some of them got in trouble for drug possession, lost homes, and are currently serving time. I'm not saying that poor meetings led to the demise of the company, because there was more than one thing, but mismanagement of good employees was significant in the downfall. If you are in management, do not let your meetings turn into screaming sessions. It will come back to haunt you. Treat others with respect and they will respect you. Respect is earned. Take care of your good employees or they will leave and you'll have no one 'to get your back'. My 2 cents.

[HP:guy]

Re: Have your service meetings become sales meetings?

the meeting every 2 weeks was support to deliver info.
Now they are instructions on how to raise revenue.
No more nut and bolts.