This is the first of a series of videos for Engineers whose work puts them on the customer support front-line. I’m Andy Betts, And I’m a Field Operations Consultant, a Trainer and Coach.
Since you are watching this video, the chances are that you work, at least part of the time, in the field, in a Business-to-Business environment. I’m not sure why we call it the field. Maybe it’s the concept of being out in the cold, struggling against the odds, miles...
So let’s stop for a minute and consider what this is doing to us – to customer-facing engineers I mean. It’s turning us into reactive automatons! We’re becoming slaves to the Hurry Monster, rushing left and right, at the beck and call of customers, with hardly time to...
That was pretty difficult thing to do under time pressure, and if you took the task seriously, you would have experienced a slight twinge of stress. So what went on in your brain? Well, as you may know, stress causes the release of adrenalin and cortisol hormones....
