Service Tech Challenge

Whenever I do a presentation for service techs, I always like to offer a challenge. The question I ask most often is “What is the missing letter in this series: O, T, T, F, F, S, S, __?” I let them know that I offered up this same challenge last year to the service people taking this class. Now, it’s their turn to give me the answer. No guessing allowed!

So, what is the point of this exercise? Service techs can face a lot of challenges out in the field. If they faced the challenge before, then their experience should lead them to the proper solution. If the challenge is new, then they will need to find the resources necessary to help them. Think about the show Who Wants to Be a Millionaire, where contestants can phone a friend or poll the audience, which helps narrow their choices. Maybe you have an associate who has previously taken my class; they should know the answer. In other words, they have experienced this challenge before. Almost everyone has a smart phone these days, making it easier than ever to go online to find what you’re looking for. The Internet is even available at libraries. Hmm…it just so happens the answer to this challenge can be found on the Internet! Finding the answer to any question is much easier when you use the resources at your disposal.

The same lesson carries over into the field. Develop and use your resources. We all know of industry organizations and suppliers we can leverage for information. Don’t be afraid to make those calls. Hopefully, as you gain more experience, others will recognize you as an experienced resource worthy of calling for answers.