Just as it’s a foregone conclusion that someone you hired for their skills will have those skills, it’s also easy to assume that any professional you hire will show up on time, be presentable, and be ready to successfully complete the job at hand. But that’s not all you should expect of the techs you hire. First impressions are huge, especially when you’re hiring techs to serve your clients, or other departments in your business. Which instills more confidence: someone in jeans and a t-shirt, or someone in a company polo, khakis, and a prominent photo ID? If your technician is worth the price you pay, they’ll know appearances are important, and they’ll bear the signs of a confident expert.
Looking the Part
When you hire somebody for a job, it’s a foregone conclusion that they’ll bring the skills they need to get that job done well. You need a new VoIP system installed? Look for a technician with demonstrable experience in VoIP and verifiable references that speak to that tech’s skills. Easy enough, right? Plenty of technicians exist to fill that need.
The problem with such a simple outlook on hiring techs, though, is that sometimes, it’s not an apples-to-apples comparison. On paper, two technicians may look very similar, but the way those techs carry themselves on the job can make a big difference in your overall experience of them, and the success of the project. Next time you’re in the market for tech support, set aside your technical requirements, and think about some of the soft skills you should be looking for.
Talking the Talk
When you put someone with a lot of specialized knowledge in a room with someone who does not possess that knowledge and ask them to explain their job, there’s a lot of potential for confusion. Skilled techs bring a ton of experience and insight into their work, but with that experience comes plenty of technical jargon that your dispatchers or managers may not fully understand. When hiring a tech, make sure they understand how to clearly and effectively communicate with those that may not know all the technicalities of the work at hand, and that they don’t get frustrated when a layperson takes a little more time to catch on.
Walking the Walk
Finally, like any professional, it’s important for your techs to take full responsibility for their work. Some techs are overburdened, and may miss critical details when they’re on the job. Others are focused solely on getting in and out of a job as quickly as possible, and therefore make some compromising decisions while working. Look for a technician that is dedicated to doing the right thing for you and putting in the effort it’ll take to not only guarantee one successful project, but also the long term well-being of your company and your clients’.
At DiverseNet, we put just as much effort into developing our tech’s soft skills as their technical skills. We know that when we put our technicians into the field for our clients, it’s the day-to-day professionalism they bring that leaves a lasting impression.
Learn more about how to bring out the best in your technicians with a free download of our white paper, The Thriving Technician: A Field Guide.