Customer’s Corner November 2015

11.30.2015, Written by Annie Wang
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,

Time is ticking down for 2015 with the month of November coming to a close.  We all have so much to be thankful for. I like to remember that when things get tough, there is always someone in a different position you would not trade troubles with.

I have just returned from a trip to the other side of the world, my friends, in Dhaka, Bangladesh. I left on the 1st and returned on the 19th. Believe me when I say that there are places in the world we in the USA have no comprehension of the struggles people are facing daily. I was told by more than one person while I was there that America is considered a paradise; there are so many wonderful people I met who had the most kind and friendly nature and were unbelievably nice and super accommodating. They made me feel like I was being treated like a king, which made the trip wonderful. Between the friends, team members, strangers who became friends, and everyone else, it was a great time and I am looking forward to returning next year!

I would like to remind everyone once again of the importance and benefits you can gain by collaborating with other people. There are many initiatives at Field Nation that are collaborative in nature, including a myriad of training and certification opportunities from our partners, which can bring you more work. Service providers should keep in mind that when you run into opportunities that require assistance or a long-term commitment, you should reach out to others who are registered at Field Nation and work together to capture new service offerings that require a range of locations, expertise, etc. Not sure who is in your area? Call our Support Team at 877-573-4353, Ext. 1, and we will help! There are many ways you can enhance your experience using Field Nation. And a friendly reminder: Do not bring people to sites to assist you who are not registered on Field Nation. This is a violation of our Terms and Conditions and can leave you with legal issues if someone gets hurt at the site or damages equipment. It will also get you suspended and/or terminated, as outlined in our Provider Quality Assurance Policy, which we do not want for anyone. If you do not know how to set yourself up as a service company and get your technicians registered under your name in Field Nation, let us know – we will help you do it the right way.

I would also like to reiterate a couple of tips here which I have mentioned before that apply to all of our users to help you get work done.


1) Avoid routing or mass routing work orders unless you have an established relationship with a provider and they are expecting you to send work directly to them. This prevents leaving the door open for the first provider who requests it to become automatically assigned. Although it is ultimately up to you, it is usually better to publish a work order and then review the requesting provider profiles and assign accordingly.

2) Always leave “counter offer” turned on and be sure to thoroughly look over the counter offer price that is requested by a provider, as well as any additional terms.

3) Once you have published a work order, go to the “provider info” tab and scroll down to “Providers Company has Worked with Previously.” Click and see if there are any providers that you have worked with before. You will be able to see their phone number and can call to see if they can assist you.

4) Try using the “message system” in the work order. This can be utilized to ask Field Nation Support for assistance in finding coverage if you have not received a request within a reasonable amount of time. This system can also be used to communicate with providers. Keep in mind that you also have their contact number, so you can call them directly and put a note in the messages that you spoke regarding the issue or whatnot. This help to keep a permanent record of all actions and conversations in a centralized location.

5) Always remember you can call Field Nation Support if assistance is needed, at 877-573-4353, Ext. 1, or send an email to

6) If you run into a situation with a service provider that seems to be going sideways, feel free to send a message to Field Nation Support in the work order or call us right away. We are here to help you get work done! There is no need to go back and forth with the provider if no progress is being made. If there is a problem, let us know. We can and will help you.

7) Always add a provider to one of your “Preferred Provider” lists when they have done a good job for you. This is how you build your own Preferred Network of Providers. Then, when someone on your Preferred list requests a work order, you will see an orange box that highlights they are in fact Preferred. This will help your staff to select the most qualified providers in a more expedient manner.

8) Always use “tasks” when you have deliverables that need to be uploaded before giving approval. When you use tasks, the provider cannot mark the work order as “done” unless they have completed the tasks you have listed. This helps you avoid having to chase down deliverables and makes the approval process much easier for your staff. And don’t forget “selection rules.” These can be very helpful in getting your work order in front of the right person with exact qualifications you require for a particular job.

9) Do not assume a provider will make a return trip for any parts. Try to make it as clear as possible in the “full work description” what you expect. If you will pay for a return trip, be sure it is stated here.

10) Approve your work orders in a timely manner. I always tell everyone to use my 5, 7 and 10 day rule. Keep in mind you can drive away good providers by not approving their work so they can get paid in a timely manner. Realistically, there should be no need for anyone to wait any longer than this to get the work approved so they can be compensated for the work they have done for you and your customer. Otherwise, you need to state in your work orders that there will be a certain length of time until approval. Providers expect to be compensated for their efforts within a reasonable amount of time and doing so will maintain a good line of communication and that is beneficial to you and the provider. If there is an issue, push the work order back to the provider. This is a very simple function that works very well. To do this, go to the bottom of the “Approval and Payment” tab and click on the red box that says “Tell Provider that Work Order is Incomplete. “ You can then place the reason in the dialog box that pops up and click submit. It is that easy! The work order then goes from “work done” status back to “assigned,” and the provider is alerted right away that there is a problem or task that needs to be completed. You can even do this and let them know you need a phone call to discuss. This is the logical thing to do if there is a problem. Do not let “work done” work orders sit unapproved with no communication if there is an issue as to why it has not yet been approved.


Remember, when we work together, we can make it a great experience for all. As always, communication is the key!

That is it for this month, my friends. I hope you all had a great Thanksgiving! This comes from me personally and from all of our amazing staff here at Field Nation. You are the reason we are here – we could not do this without you.

Please feel free to send me an email or give me a call if you want to join my group “VP Customer Service Corner” in Field Nation. I always enjoy hearing from everyone.

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