1. Thank youBrant
Thank everyone
Title
We all face challengestogrowth.Forexample,
Thisis me inKindergarten.Ah,the challengesof growth.Backthen,we couldn’twaittogrow!
- Two frontteeth
- Bangs
- Glasses
We all know
Notas exciting
Significant
In orderto overcome growthchallengesandaccelerate ourcompanyandteam’sgrowth,we needto
recovera mindsetwhere growthisexpected,anticipated,andenjoyed.
ProAutomated –helpingothercompaniesachieve ambitious,organized,andfocusedgrowthby
providingtrainedresources.
Outsource
50% growthannually
Millennials
So howdo youdo it?How do youaccelerate ambitiousgrowthandsatisfycustomers,andemployees
effectively?Todaywe are goingtotalk aboutfour things.
- Stickingtoyour objectives
- Creatingwhatneedstobe built
- Don’tletanythingstopyou
- Have fun andplayto win
Focus
The bestway to supportan expandingcustomerbase isFocus.
- What isyour objective?
- Highgrowth – stay true
- Growth environments - Can’tfocusoneverything
- Wisely
- Limitedresources –time,FSEs,money
- Insteadof focusingonone
Let me illustrate
- Customerservice
- Quality
- Response time
- Retention
- Profitor cost center
These are all importantobjectives,butnotall of these objectivesare equallyimportanttoourcustomers
and our teamsduringtimesof growth.

2. - Commonly,duringgrowth, Littlebitof water
- Good butnot great
o Satisfactorycustomerservice
o Okayhiring
o Good enoughquality
o Decentprofitor cost
- Confusing
- Needanchorobjective,duringhighgrowth
Instead,thisiswhatwe want ourfieldservice departmentstolooklike.
- Choose a trunk
- Objective toclingto
- What isthe one thingyouwant themtosay about you?
Example of technical quality
- Team can’tgo wrong
- Everythingelse isn’tunimportant
o Retention
o Customerservice
- Look again(branches) –otherobjectivesneededtorunyourbusiness
Difficultchallenge
Askthem!
- Absolutelywant
- Everythingframed
If you focuson the one thingyour customerwants,everythingelse cangrow fromthere while youstay
true to your trunk.
- Simple
- Difficulttoexecute
- If I askFS teams
Organize
Organizationcancreate a standardof service thatmeetscustomerexpectationsanddoesn’tadd
unnecessarycost.
- Cost
Environments
- Managing newcustomerandemployeeexpectations
- Standardization
- Systemupgrades
- Createdandbuilt
- Askyourself whatneedstobe built?
- Firstline customerresponders
Isn’tthispicture great?
- How manytimes
- Highlytrained,adaptable,andorganized

3. - Love thisanalogycouple reasons
- Org and prepbefore jump
- Prepismeaningless,all aboutrightguy
Let’sbreakthisapart.
- Chaos
- Expectations,systems,processes,procedures
- Cowboys,standardization
- Organize bytakingoff of them
- Move to internal teammember
Buildinternal team
- Scalable,don’t overthink
- Handle
o Scheduling,travel
o Projectescalations
o Followup
o Projectturnover
o Startuppackets
- Addsoverhead
o Improvedquality
o Customersatisfaction
o Retentionof FSEs
As youbuild,Humancostvs. automation
Heart
Parameters
Picture – readyto go
Didn’t– track, pack, equipment
Team
Thenonce he jumpsitbecomesabouthim
- Hiring,training
- Hiring
o Othertrack, anotherdiscussion,importanttogrowth
- Training
o Mission
 Take care of customer(readpeople skills)
 Solve technical problems
o Millennials
Look again
- Ground situation
- Relyontraining
- Often

4. Create and buildorganizationintoyourgrowingfieldservice teamandgetyourtrainedfieldengineers
out there todo the rest.
Determined
- What couldholdyouback?
- Hard conversations
- Bicycle
Yourself
- Grow to smooth
- Kindergartento1st
grade
- Needtohave capacityfor square wheels
Employees
- Unfortunately
- Gracious
- Do not! (the bobs)
- Rightpeople,seatstosmooth
Customers
- Leastcontrol
- Pushback
- Constantcommunication
- Make themadvocates
Ambitious
- Big goals,achieve
- Over-communicate
- Outsource
- Playto win!
Summary
So insummary,we overcome challengestogrowthinfieldservice andsatisfycustomerseffectively
whenare are:
Focused– What are yourobjective?
Organized – What doyou needtobuild?
Determined–Whatcouldholdyou back?
Ambitious –PlayingtoWin.
These simple conceptsstare usinthe face everyday.Difficultyisinthe executionanddrivingitevery
day.These conceptswill notonlyincrease efficiencyof customersatisfaction,butattractmillennial
talentto yourorganization.
Thank you
Personal info
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