Rarely do you hear of a quarterback or other team member winning a game by themselves. Oh, they may have made a significant contribution, but they need a team to win. The same is true in your business. You’re the coach, your technicians are the on-field players and your support staff — call takers, warehouse people, bookkeepers, etc. — back up the players. Together, they are the team you coach. Let’s see what it takes for a winning season.
No team ever won a championship without knowing it takes a team effort to win. In your case, gaining and keeping customer satisfaction on all service calls is the championship. If you do that you will beat the competition every time. Let me give you some examples of what I mean. Teamwork in your organization means going out of your way to help the team, sometimes at your own expense. Maybe a technician nearby could drop off equipment from his truck at a customer’s home to save another technician time if the person doing the job had already used his supplies on another job. Or, possibly, the call taker could mention that this customer has been particularly demanding in the past and to make sure the technician does or says the right things to keep her happy. These small bits of attention to the situation seem like unimportant things to most people, but they are exactly what separates a functioning team from a bunch of employees. Teams win, bunches get by.