{"id":18518,"date":"2024-09-12T12:47:39","date_gmt":"2024-09-12T17:47:39","guid":{"rendered":"https:\/\/fieldnation.com\/?p=18518"},"modified":"2024-09-12T12:47:22","modified_gmt":"2024-09-12T17:47:22","slug":"7-strategies-work-order","status":"publish","type":"post","link":"https:\/\/fieldnation.com\/resources\/7-strategies-work-order","title":{"rendered":"7 expert strategies to enhance work order communication"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Communication is the key to building strong connections, and partnerships between companies and technicians are no exception. However, keeping everyone on the same page can be challenging at times, particularly in new relationships or complex projects.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ve compiled seven practical strategies from seasoned Field Nation customers in our <\/span><a href=\"https:\/\/fieldnation.com\/ambassador-program\"><span style=\"font-weight: 400;\">Ambassador Program.<\/span><\/a><span style=\"font-weight: 400;\"> Let&#8217;s explore their expert advice on improving communication.<\/span><\/p>\n<a name=\"1-connect-with-new-techs-before-assigning-work\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"1-connect-with-new-techs-before-assigning-work\"><span style=\"font-weight: 400;\">1- Connect with new techs before assigning work<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Miscommunication before work is assigned can lead to various issues, such as technicians completing the wrong scope of work, arriving unprepared, or not adhering to an agreed-upon schedule.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">What can companies do to prevent these problems? Our Ambassadors recommend:<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Schedule a brief call to review the scope of work and answer any questions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Request that new technicians reach out to you before accepting a project<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Verify that the technician has the necessary tools, skills, and availability<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure all requirements are clearly written in the work order&#8217;s service description<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For technicians, here are a few tips to ensure a smooth start:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Carefully review the entire work order, including special instructions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reach out to the company if you have any questions or concerns<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Confirm that you have the right tools for the job in advance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Allow sufficient time between jobs, especially for work orders with a fixed start time<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;Techs are so busy, so taking the time to get on the same page upfront prevents issues down the line.&#8221;<\/span><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Stacy Longerga<\/span><span style=\"font-weight: 400;\">n, Senior Resource Manager<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;Often, I will put a ticket on hold for a tech to reach out to me before starting a project. If I sense they don\u2019t understand the instructions in the work order, then I just don&#8217;t send that tech to my client because it&#8217;s too risky.&#8221;<\/span><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Julius Herron, Principal Engineering Team Leader<\/span><\/li>\n<\/ul>\n<a name=\"2-prioritize-key-information-in-the-work-order\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"2-prioritize-key-information-in-the-work-order\"><span style=\"font-weight: 400;\">2- Prioritize key information in the work order<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Technicians have busy schedules with many details to track, making it easy to miss critical information in work orders. To support technicians in understanding all essential details, our Ambassadors suggest:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Put the most important information in the first paragraph of the work order<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/support.fieldnation.com\/s\/article\/Creating-a-Great-Work-Order\"><span style=\"font-weight: 400;\">Organize your service description<\/span><\/a><span style=\"font-weight: 400;\"> with clear section headings and easy-to-follow numbered or bullet point lists to highlight key steps or requirements<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bold or underline essential information to make it stand out<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For technicians, to stay informed and prepared:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Read the work order introductions carefully, as it likely contains the most crucial information<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If you&#8217;re skimming the work order, pay extra attention to bullet points, bold text, or underlined sections<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Don&#8217;t assume all requirements are listed as &#8220;tasks&#8221; \u2014 check the service description, bullets, and attached documentation<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Rather than making assumptions about what a buyer means or is looking for, reach out to the company for clarification<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;We\u2019ve learned the importance of making work orders clear and concise. We know the first 10 lines of a work order are the most critical.&#8221; <\/span><\/i><span style=\"font-weight: 400;\"><br \/>\n<\/span> <span style=\"font-weight: 400;\">&#8211; Joe Rosenberg, Director of Field Services<\/span><\/p>\n<a name=\"3-use-consistent-work-order-templates\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"3-use-consistent-work-order-templates\"><span style=\"font-weight: 400;\">3-Use consistent work order templates<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Standardizing work order templates and project installation instructions can improve clarity and reduce miscommunication. Our Ambassadors recommend:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Develop a set of standard templates for different types of jobs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure all team members use the same format for consistency<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Regularly review and update templates based on technician feedback<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">To benefit from consistent templates, technicians should:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Become familiar with the company&#8217;s standard formats<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If something is missing or unclear in a work order, contact the buyer<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide feedback to the company if you feel their templates could be improved<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;If a tech\u2019s not prepared for a project, sometimes it\u2019s our fault. For example, maybe we didn\u2019t tell them they needed to have a certain tool or piece of equipment. That\u2019s why we&#8217;ve made all of our templates consistent so when we create those work orders, we&#8217;re not missing anything.&#8221;<\/span><\/i><i><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/i><span style=\"font-weight: 400;\"> &#8211; Joe Rosenberg, Director of Field Services<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">&#8220;When it comes to project installation instructions, we\u2019ve found that consistency is critical. So if it&#8217;s a PDF, it&#8217;s always a PDF. If it&#8217;s an Excel file, it&#8217;s always Excel.&#8221; <\/span><\/i><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">&#8211; Sandra Williams, Field Services Delivery Manager<\/span><\/p>\n<a name=\"4-conduct-pre-job-check-ins\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"4-conduct-pre-job-check-ins\"><span style=\"font-weight: 400;\">4- Conduct pre-job check-ins<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Touching base with assigned technicians before they start a job helps keep everyone aligned. Our Ambassadors suggest:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Schedule a brief call or meeting with the technician prior to the project<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Review the scope of work, required tools, and any potential challenges<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Confirm the technician&#8217;s estimated arrival time and expected duration of the work<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Document any changes that were discussed or agreed upon\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For technicians, to make the most of pre-job check-ins:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Come prepared with any questions or concerns you have about the work<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Verify that you have all the necessary tools and equipment<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If you anticipate any delays or issues, communicate them to the company<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;We do a one-hour pre-check call with all of our technicians where we call them an hour before they&#8217;re scheduled to be on site and we ask, \u2018Are you going to be there on time? Do you understand what you&#8217;re going to do? Do you have any questions?\u2019\u201d <\/span><\/i><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">&#8211; Erica Hunter, <\/span><span style=\"font-weight: 400;\">Program Manager<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">&#8220;For our site surveys and due diligence work, we upload the template or document the tech needs to review. The Field Nation platform notifies us when a tech downloads it, and then we reach out to ask if they have any questions.&#8221; <\/span><\/i><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">&#8211; Kyle Wright, <\/span><span style=\"font-weight: 400;\">Director of Managed Services<\/span><\/p>\n<a name=\"5-pre-define-escalation-steps\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"5-pre-define-escalation-steps\"><span style=\"font-weight: 400;\">5- Pre-define escalation steps<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Clearly outline what technicians should do if a job starts to take longer than expected or something goes wrong. Our Ambassadors recommend:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Include a section in the work order detailing steps to take if the job exceeds the allotted time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide a contact number for technicians to call if they need guidance or approval for additional time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Emphasize that technicians will be compensated for any <\/span><span style=\"font-weight: 400;\">approved<\/span><span style=\"font-weight: 400;\"> extra time spent on the job<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For technicians, if a job is taking longer than anticipated:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Refer to the escalation steps outlined in the work order<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Contact the company for guidance if you&#8217;re unsure how to proceed<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Document any additional time spent on the job, including the name of the person who approved additional time on-site, and communicate it to the company<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;For something like a network cutover, the intended duration may be set at two hours in the work order. But if issues come up and it actually takes three hours, technicians should know they&#8217;ll get paid for that extra time on site. Include clear escalation steps detailing who to contact if more time is needed, rather than having techs think they should leave when the original two hours is up.&#8221; <\/span><\/i><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">&#8211; Craig Kumiega, <\/span><span style=\"font-weight: 400;\">Senior Manager of Services<\/span><\/p>\n<a name=\"6-clearly-communicate-rewards-and-penalties\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"6-clearly-communicate-rewards-and-penalties\"><span style=\"font-weight: 400;\">6- Clearly communicate rewards and penalties<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Technicians may be more likely to comply with requirements when they understand the incentives and consequences. Our Ambassadors suggest:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Highlight any rewards or bonuses available for exceptional performance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clearly state any penalties for failing to complete tasks or provide deliverables<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure penalties and rewards are prominently displayed in the work order<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For technicians, to avoid penalties and earn rewards:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Carefully review the penalties and rewards section of the work order<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Prioritize completing all required tasks and providing necessary deliverables<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Go above and beyond when possible to qualify for bonuses or rewards<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">&#8220;We offer bonuses and incentives to technicians who go beyond simply completing the job requirements. Exceptional performance getting all tasks done perfectly is rewarded on our end.&#8221; <\/span><\/i><span style=\"font-weight: 400;\">&#8211; Mark Morettini, Technical Field Operations Coordinator<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">&#8220;We clearly list any penalties for incomplete work or missing deliverables right in the work order tasks. If it&#8217;s something techs need to provide, like photos or documentation, and they don&#8217;t, the associated penalty is stated.<\/span><\/i><span style=\"font-weight: 400;\">&#8221; <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">&#8211; Sandra Williams, Field Services Delivery Manager<\/span><\/p>\n<a name=\"7-optimize-scheduling-processes\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"7-optimize-scheduling-processes\"><span style=\"font-weight: 400;\">7- Optimize scheduling processes<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Effective scheduling and coordination are crucial for successful project execution, but miscommunication and unclear expectations can lead to timeliness issues and mistrust. Our Ambassadors recommend:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Capture any agreed-upon schedule changes within the Field Nation marketplace<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Define the schedule type in advance, either a flexible time window or specific start time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clearly communicate arrival time expectations in the work order\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For technicians, to support smooth scheduling and coordination:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Maintain up-to-date availability information<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Carefully review the schedule type and arrival time expectations for each work order<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use the schedule change request feature in Field Nation when needed<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Elevate your success with clear communication<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">With open and consistent communication at the core, these strategies from top Field Nation customers provide a roadmap for building strong, lasting partnerships with technicians.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ready to strengthen your technician relationships? Browse our <\/span><a href=\"https:\/\/support.fieldnation.com\/s\/\"><span style=\"font-weight: 400;\">knowledge base<\/span><\/a><span style=\"font-weight: 400;\"> for more best practices or contact your Customer Success Manager for personalized tips tailored to your business needs.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Communication is the key to building strong connections, and partnerships between companies and technicians are no exception. However, keeping everyone on the same page can be challenging at times, particularly in new relationships or complex projects.\u00a0 We\u2019ve compiled seven practical strategies from seasoned Field Nation customers in our Ambassador Program. Let&#8217;s explore their expert advice [&hellip;]<\/p>\n","protected":false},"author":66,"featured_media":18520,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"xn-wppe-expiration":[],"xn-wppe-expiration-action":[],"xn-wppe-expiration-prefix":[],"footnotes":""},"content-group":[],"class_list":["post-18518","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","fldn_content_category-best-practices","fldn_content_type-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 expert strategies to enhance work order communication | Field Nation<\/title>\n<meta name=\"description\" content=\"Discover 7 strategies to boost work order communication. 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