7 expert strategies to enhance work order communication

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. 

We’ve compiled seven practical strategies from seasoned Field Nation customers in our Ambassador Program. Let’s explore their expert advice on improving communication.

1- Connect with new techs before assigning work

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.
What can companies do to prevent these problems? Our Ambassadors recommend:

• Schedule a brief call to review the scope of work and answer any questions
• Request that new technicians reach out to you before accepting a project
• Verify that the technician has the necessary tools, skills, and availability
• Ensure all requirements are clearly written in the work order’s service description

For technicians, here are a few tips to ensure a smooth start:

• Carefully review the entire work order, including special instructions
• Reach out to the company if you have any questions or concerns
• Confirm that you have the right tools for the job in advance
• Allow sufficient time between jobs, especially for work orders with a fixed start time

“Techs are so busy, so taking the time to get on the same page upfront prevents issues down the line.”

• Stacy Longergan, Senior Resource Manager

“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’t understand the instructions in the work order, then I just don’t send that tech to my client because it’s too risky.”

• Julius Herron, Principal Engineering Team Leader

2- Prioritize key information in the work order

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:

• Put the most important information in the first paragraph of the work order
• Organize your service description with clear section headings and easy-to-follow numbered or bullet point lists to highlight key steps or requirements
• Bold or underline essential information to make it stand out

For technicians, to stay informed and prepared:

• Read the work order introductions carefully, as it likely contains the most crucial information
• If you’re skimming the work order, pay extra attention to bullet points, bold text, or underlined sections
• Don’t assume all requirements are listed as “tasks” — check the service description, bullets, and attached documentation
• Rather than making assumptions about what a buyer means or is looking for, reach out to the company for clarification

“We’ve learned the importance of making work orders clear and concise. We know the first 10 lines of a work order are the most critical.”
– Joe Rosenberg, Director of Field Services

3-Use consistent work order templates

Standardizing work order templates and project installation instructions can improve clarity and reduce miscommunication. Our Ambassadors recommend:

• Develop a set of standard templates for different types of jobs
• Ensure all team members use the same format for consistency
• Regularly review and update templates based on technician feedback

To benefit from consistent templates, technicians should:

• Become familiar with the company’s standard formats
• If something is missing or unclear in a work order, contact the buyer
• Provide feedback to the company if you feel their templates could be improved 

“If a tech’s not prepared for a project, sometimes it’s our fault. For example, maybe we didn’t tell them they needed to have a certain tool or piece of equipment. That’s why we’ve made all of our templates consistent so when we create those work orders, we’re not missing anything.”
– Joe Rosenberg, Director of Field Services

“When it comes to project installation instructions, we’ve found that consistency is critical. So if it’s a PDF, it’s always a PDF. If it’s an Excel file, it’s always Excel.”
– Sandra Williams, Field Services Delivery Manager

4- Conduct pre-job check-ins

Touching base with assigned technicians before they start a job helps keep everyone aligned. Our Ambassadors suggest:

• Schedule a brief call or meeting with the technician prior to the project
• Review the scope of work, required tools, and any potential challenges
• Confirm the technician’s estimated arrival time and expected duration of the work
• Document any changes that were discussed or agreed upon 

For technicians, to make the most of pre-job check-ins:

• Come prepared with any questions or concerns you have about the work
• Verify that you have all the necessary tools and equipment
• If you anticipate any delays or issues, communicate them to the company

“We do a one-hour pre-check call with all of our technicians where we call them an hour before they’re scheduled to be on site and we ask, ‘Are you going to be there on time? Do you understand what you’re going to do? Do you have any questions?’”
– Erica Hunter, Program Manager

“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.”
– Kyle Wright, Director of Managed Services

5- Pre-define escalation steps

Clearly outline what technicians should do if a job starts to take longer than expected or something goes wrong. Our Ambassadors recommend:

• Include a section in the work order detailing steps to take if the job exceeds the allotted time
• Provide a contact number for technicians to call if they need guidance or approval for additional time
• Emphasize that technicians will be compensated for any approved extra time spent on the job

For technicians, if a job is taking longer than anticipated:

• Refer to the escalation steps outlined in the work order
• Contact the company for guidance if you’re unsure how to proceed
• 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

“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’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.”
– Craig Kumiega, Senior Manager of Services

6- Clearly communicate rewards and penalties

Technicians may be more likely to comply with requirements when they understand the incentives and consequences. Our Ambassadors suggest:

• Highlight any rewards or bonuses available for exceptional performance
• Clearly state any penalties for failing to complete tasks or provide deliverables
• Ensure penalties and rewards are prominently displayed in the work order

For technicians, to avoid penalties and earn rewards:

• Carefully review the penalties and rewards section of the work order
• Prioritize completing all required tasks and providing necessary deliverables
• Go above and beyond when possible to qualify for bonuses or rewards 

“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.” – Mark Morettini, Technical Field Operations Coordinator

“We clearly list any penalties for incomplete work or missing deliverables right in the work order tasks. If it’s something techs need to provide, like photos or documentation, and they don’t, the associated penalty is stated.”
– Sandra Williams, Field Services Delivery Manager

7- Optimize scheduling processes

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:

• Capture any agreed-upon schedule changes within the Field Nation marketplace
• Define the schedule type in advance, either a flexible time window or specific start time
• Clearly communicate arrival time expectations in the work order 

For technicians, to support smooth scheduling and coordination:

• Maintain up-to-date availability information
• Carefully review the schedule type and arrival time expectations for each work order
• Use the schedule change request feature in Field Nation when needed

Elevate your success with clear communication

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. 

Ready to strengthen your technician relationships? Browse our knowledge base for more best practices or contact your Customer Success Manager for personalized tips tailored to your business needs.