Gone are the days when we used to share hiring pamphlets for the required candidates and wait for the applicants to reach out to us. With the advancements in technology, the hiring process in the field service business has evolved over the years. As comfortable as it sounds, the challenges have not disappeared yet. Employee referral programs have been filling the gaps for a long time until they started being based on sympathy than considering the right fit for the job. The list is endless!
If you are going through the same and looking for solutions to make the best out of the available resources, you are at the right place!
The steps are divided into three parts:
#1 Recruitment Process and Hiring
Check out our previous blog, where we have shared the numerous challenges that the service industry faces when it comes to hiring.
1) Technology today allows you to search and find out the best online portals for finding the right people for your business. ZipRecruiter is one of them.
2) Not just that, many portals are available that allow you to conduct a background check digitally.
3) There are more means like targeted Ads, which might be costly for some. However, they do provide efficient results in terms of the quality of candidates.
4) Referral programs could be both beneficial and unsuccessful for your business. If the employees feel sympathetic towards the other candidates, they might miss out on what is needed. But, at the same time, referral programs have an upper-hand when it comes to maintaining the organizational culture as the employee know what will fit their organization’s needs.
5) When we come to the criteria of hiring, keep communication skills among the top! The job-skills, if not at the best, could still be improved through training offered by the company. But at the time of the job, customer experience has a good percentage dedicated to the communication skills of the technician, which should not be neglected.
#2 Onboarding and Training
1) Company handbook is the first go-to material when it comes to getting a new-hire onboarded. As the new-hires usually take time to open up, give them at least 30 days to adjust to the company.
2) Make sure to have a structuåred training plan for them to follow. Make the new-hires learn, remind, and revise, and do not forget to follow up!
3) Also, as the new-hires need time to understand the culture of the company, the best advice you could give them is to promise less and do more when interacting with the customers.å
4) Make sure to get the message of growth gets across — be it personal or for the business.
5) Track your trainee’s productivity through customer comments and call-backs.
#3 Employee Retaining and Organizational Culture
1) Keep things organized!
2) Ensure your new-hires have access to all important information.
3) Maintain a balance between work and fun.
4) Deliver your promises.
5) Ensure the little things are available as they add to the bigger-basket — an example from a guest speaker at SmartServ’s webinar — use of Ipadsor even a radio in a truck would add to the employee’s experience at work.
6) Make sure there is open communication within the company.
7) Consider instinct to eliminate toxicity; In case you feel there is a discrepancy in performance or behavior as compared to the desired standards for a long time, communicate certain expectations to the technicians, and if they are still not met, do not resist to move-on.
8) Help the new-hires to get their hands dirty with an experienced technician. For trainers — have patience and a structured plan for the new-hires.
9) As there is an age shift — from baby boomers to millennials who are more adaptive to technology, make use of web training and online courses.
10) Incentive plans help to boost employee morale.