I visited a dealer this week who has some of the laziest service technicians that I’ve ever met. The owner of the plumbing company provides employees with a flat salary and full benefits. Only 2 of the 13 technicians are actually working hard, while the rest are coasting.  It really isn’t surprising, since they have no incentive to work – they show up, do as little as possible, and go home – no different to factory work.

Field-service should be exciting and motivating, where a motivated employee help as many as customers as possible with as many opportunities as possible to improve their lifestyle with better water quality. Many different things motivate employees positively, but the big three are:

  • Recognition
  • Reinforcement
  • Remuneration

It was fun helping them develop a “base-plus” incentive program as well as providing their employees with more opportunities for advancement. I’m excited to see how well this plan works out!