Customer’s Corner August 2015

8.28.2015, Written by fieldnation
Field Nation's Vice President of Customer Service, Art Jenkin
Field Nation’s Vice President of Customer Service, Art Jenkin

Greetings Professional Providers and Buyers,

A welcome change has come about here in Missouri these past few days, my friends: temperatures have been in the 70s and low 80s – I will take it! I hope the weather is cooperating where all of you reside as well. The rivers are back to normal levels, so all is good. I hope everyone’s summer has gone well.

 

Field Nation User Star Ratings

There has been a lot of discussion lately regarding user ratings. There are a lot of impending updates on the horizon that will further enhance the functionality of the Field Nation system, so keep a look out for these in the coming weeks. All of these updates are meant to enhance the relationship between all users on our platform and the insight which you will be provided with is invaluable. As with any change, there is always a bit of friction, but we will all get through this together like we have in the past and will one day look back and wonder how we did without them for so long.

In the meantime, I will say that we would like to see more of our providers rating the buyers with whom they work. I had a report come across my desk that said 50% of buyers had rated providers, whereas only 9% of providers had rated buyers. This is something that I hope will improve as we move forward. Both buyers and providers have the right to express their opinions about their experience, and most of the buyer ratings of providers are good!

 

Deep Insight with the Executive Dashboard

Another great feature that is proving to have invaluable insight for our buyers is the Executive Dashboard. This is an amazing tool that you must try if you are not already doing so. It provides deep insight into how your company and specific individuals within your company are utilizing Field Nation and highlights areas of success and growth, as well as friction and opportunity. Learn more about how you can optimize this powerful feature here.

 

The Importance of Professionalism

I would like to speak about a topic that we can all relate to: professionalism. We all know how it works with social media nowadays – you post something online, it gets shared by others and winds up being seen by people you might not even know. We need to be mindful of the fact that everything we post is online forever – there is no such thing as privacy on the Internet. Maintaining our professionalism and being mindful of our behavior when posting online is of the utmost importance in today’s digital age.

A good example of what I am talking about is as follows: I know three different buyers who have blocked providers who have never worked for them before. What? Why, you ask? Well, the “Social Groups” on Field Nation are not just for providers. Buyers access these forums as well, and in this case, these buyers had read and observed the way these providers were speaking to others and conducting themselves online. Needless to say, it was very unprofessional, so the buyers decided to block them because they did not feel these individuals would be a good fit to send out to do work on behalf of their company.

Friends, this is a world where you have to watch what you say or you can actually take work off your own table. It is important to keep this in mind at all times – the people you are hurting with your online activities may actually be yourself. It is not easy, but sometimes we need to keep our opinions to ourselves. A great saying that is good to keep in mind the next time you decide to work the keyboard late at night is: “We are all sales people. Every action we take sells and further enhances existing sales by maintaining relationship management with everyone. Every interaction counts.” Remember that someone will likely see it in the morning and may not think you are the type person they wish to do business with. And some final food for thought: remember that you can remove a post you have published on the Field Nation Social Groups – so if you need to delete something you said, do it. If we keep things like this in mind during our daily interactions, then we cannot lose.

 

Work Order Messaging System

Finally, I wanted to mention something you have all heard before: use the messaging system on your work orders! You can send a message to anyone involved with the work order by using this feature; you can also reach out to Field Nation Support this way with any request. Need some calls made for coverage? Send a message and we will help! The messaging system is a great way to have a record of what happened, when something was updated, who authorized what, etc., however, it is important to try and reply to any messages that you receive. You would not believe the number of times I get called in to assist with a situation where no one has responded to a message (this goes for both buyers and providers)! This puts everyone at a disadvantage, so give it a shot!

 

Coming Up

I jumped the gun by announcing that I would have Mary Ann Tackett, Field Nation’s Sr. UX Architect, join me in speaking about the new layout of our platform this month; she has been busy putting the finishing touches on a few features, but I have been assured that she will take part next month to bring you all into the fold!

That is it for August, my friends. Please feel free to send me an email or call me if you want to join my group “VP Customer Service Corner” in Field Nation. I always enjoy hearing from everyone.

Grab all that is left of summer, for she is fading quickly.

Thanks to all for your continued support of Field Nation, and as always BE SAFE.

Sincerely, Art