Last Mile Worker

Our mission is to influence workers and service organizations to be directly connected to their own success. We proudly offer our perspective for service professionals seeking better outcomes, regardless of Industry.

The time is now to participate in a conversation focused on stimulating discussion regarding topics and experiences that heretofore have been consumed in ad-hoc person to person interactions. Questions and examples of how we can all elevate the worker and provide pragmatic instruction to help them on their journey to success. Help those which are responsible for the consistent delivery of service on a daily basis spanning from healthcare providers to technical service delivery.

May 25 2017

Everyone knows that if you are sincerely interested in making change stick you must address the question of "why". Amazingly so many focus a disproportionate amount of energy on the "what" and "how" instead of first trying to wrap our heads around why we need change in the first place. LOSERS: Leading with "what" and "how", honorable mention to "why" It wasn't long after the turn-of-the-century (boy if that doesn't make you feel old) in 2001 when I took my...

May 18 2017

The sophistication level of our clients has grown exponentially over the years thanks to consumer grade IoT devices and cloud-based applications. Along with this awareness, client expectations have risen as well. We know the assets (equipment), the devices, influencers, and how it all works together; isn't that enough? As you prepare to embark on this IoT journey here are some things you may consider: Control systems will be changing in the years to come, thank goodness. I predict we will...

May 9 2017

Aren't we all searching for ways in which we can make our clients successful? While change has always been around us, especially as service organizations, it is often challenging to sort the diamonds from the duds. Which innovation, process, leadership style, or utility incentive should I focus my efforts? How will these impact my client and how will I communicate these with my organization and the client? No doubt, we want to let folks know BEFORE something happens and work...

May 4 2017

Is the art of "closing a deal" confined to just those with "sales" in their title? Who really are the salespeople in an organization? Aren’t we all focused on providing value to our clients in the form of advising and executing solutions? If that's the case then wouldn't everyone, including an innovator like myself, be considered a contributing member of sales? Valuable and relevant perspectives are enhanced due to the amount of client data available and the ability to run...

Apr 27 2017

Saying artificial intelligence without context is as precise as mentioning that you understand "the cloud". I, like many of you, see a tremendous amount of potential when it comes to IoT and leveraging this information to provide greater value for our customers. For me, AI and equipment mean the following: ----- Artificial intelligence (AI) This is the most exciting area, it engages an industry which has been around for many years, data sciences. Algorithms are at the nucleus of artificial...

Apr 14 2017

If you are in the service business, or any for that matter, I am sure that you are successful as a result of looking at your operation across different perspectives. Certainly understanding your financials, customer needs, how your organization is learning and growing, and internal process are amongst the top areas of reflection. It has perplexed me for years, with the aforementioned logic, that not everyone is flocking towards strategy maps and balanced scorecards. I would have to say that...

Apr 6 2017

Nobody is going to be in business without making some level of margin; however, in the service business, margin on labor without anything else is not that great. Many service companies need to have parts, new equipment, or replacement equipment included in their work scope in order to see the type of margins we need to run our fairly inefficient businesses. It begs the question "why don't you just take longer"? Besides it being morally wrong, we still could not...

Mar 30 2017

Our job as service organizations is to provide the greatest value possible to our clients, this includes services outside of our core capabilities. These scenarios may shed some perspective: Building owner, or manager and need a subcontractor | you may pride yourself on a fantastic relationship with the subcontractor owner, how do you know the qualification levels of the actual subcontractor workers? Sure you'd like to always say "make sure you send only Bob". This seems like a good strategy,...

Mar 16 2017

It used to just chap my ass when I was in the field as a technician and somebody would call me a salesperson. Hey, I was there to ride in on the white horse and save the day from call to call, the reason many service technicians get out of bed in the morning. The reference to being a salesperson was difficult as many times the salesperson would offer X and we had to deliver Y. However, when the dust...

Mar 9 2017

Imagine running a business where your customer provides you with only the most vague requirements, for instance its "too hot". What on earth are you expected to do with that information? Is the problem a failed compressor or chiller, maybe it's simply a piece of plastic sucked up against the filter bank. Of course your next question will be; who the heck do I send? If it's a failed chiller I send my highest paid, a compressor someone a bit...

Last Mile Worker

“Why” now?

Crossing the IoT chasm | data

Help your clients strike gold

Highest odds of closing

AI and equipment, ridiculous!

Hope wrapped in Futility

Making any money on labor?

Extend your core services

Ruining your best field workers

Guessing or a Genius?

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greglush

Last Mile Worker

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