In our recent webinar, Field Nation Fundamentals: Understanding the Providers’ Perspective, we partnered with field service leaders from Insight, a leading IT solutions provider and Field Nation customer. We shared actionable strategies to enhance communication and outcomes between buyers and providers.

1. Prioritize clear and actionable work orders (5:00)

Clear work orders are the foundation of effective collaboration. When instructions are vague or overly detailed, providers can feel confused or overwhelmed.

Here’s how to keep instructions straightforward:

• Write instructions in simple, bulleted lists.
• Focus on the most critical details, such as deliverables, tools needed, and required tasks.
• Avoid conflicting or redundant information.
  

Our webinar panelist, Ashley Morrow, Supervisor Services, ICR at Insight, stressed the importance of clear, concise instructions: “Create bullet points with all the important information to dramatically reduce issues on-site.”

2. Build trust through pre-confirmation calls (17:10)

Establishing a dialogue before a provider arrives on-site can significantly improve project outcomes. Follow these steps to build trust:

• Schedule a pre-job call to confirm details like scope of work, required tools, and arrival times.
• Use the call to answer any questions, address potential issues, and verify that a technician’s skill set matches your work.
• When working with new providers, these calls can also help evaluate reliability and interpersonal skills.

Morrow emphasized the importance of this step, stating, “Pre-calls with technicians can solidify a relationship and give you more confidence in who you’re working with.”

3. Leverage Talent Pools for consistency (26:15)

Building a curated network of trusted providers through Talent Pools can simplify assignments and improve results. Here’s how to make the most of this powerful feature:

• Use Talent Pools in Field Nation to track and prioritize reliable providers.
• Focus on providers with skills tailored to your needs and a proven track record.
• Foster long-term relationships by consistently engaging top performers.
  

Travis Carpenter, Solution Engineer at Field Nation, shared, “Your company doesn’t need thousands of technicians. Focus on building a network of those who fit your needs.”

4. Use performance data to vet providers (29:06)

Data-driven decisions reduce risk and improve outcomes. Follow these tips during the vetting process:

• Review metrics like cancellation rates, timeliness, and work history on the Field Nation platform.
• Pay close attention to ratings from the last 30 jobs to gauge current performance.
• Combine data with direct communication to evaluate new providers.
  

According to panelist Craig Kumiega, Senior Services Manager at Insight, “Data gives us a great first filter, but there’s no substitute for picking up the phone and having a conversation.”

5. Set realistic schedules and expectations (35:25)

Rigid schedules or misaligned expectations can cause unnecessary complications. Set up projects for success by:

• Providing flexible schedule types for job completion when possible.
• Clearly communicating on-site requirements, including documentation or check-in times.

Kumiega noted, “Being flexible and understanding when things go wrong can make all the difference.”

6. Build trust with timely payments (36:00)

Quick payment for completed work builds trust and encourages providers to prioritize their jobs.

• Approve work orders promptly. Most Field Nation buyers aim for 1-5 days post-completion.
• Use Field Nation’s marketplace reporting tools to track approval timelines and promote consistency.

Timely payments are among the top priorities for providers. Carpenter stressed, “Technicians value buyers who pay on time. It directly impacts your reputation.”

7. Handle changes and feedback with care (37:54)

Flexibility and mutual respect are key when things don’t go as planned. Strengthen partnerships by:

• Clearly communicating any schedule or scope changes as soon as possible.
• Offering constructive feedback using Field Nation’s Private Feedback tool to maintain transparency.
• Recognizing effort and compensating for inconveniences, such as delays or cancellations, to build goodwill.

Carpenter explained, “Viewing technicians as business owners fosters productive relationships. Treat them the way you want to be treated.”

Key takeaways

Strengthening relationships starts with clarity, respect, and a data-driven approach. By using these strategies and tools, buyers can build trust and may achieve better outcomes on-site.

Want to learn more? Explore the Buyer Resource Center for additional tips.