Rosemary Coates - 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty

The Keys to Profitable Field Service and Customer Loyalty

By Rosemary Coates and Jim Reily

Foreword by Joe Pinto, Cisco

E-mail:
20660 Stevens Creek Blvd., Suite 210
Cupertino, CA 95014

Copyright 2013 by Rosemary Coates and Jim Reily

All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means electronic, mechanical, photocopying, recording, or otherwise without written permission from the publisher.

Published by Super Star Press, a THiNKaha imprint
20660 Stevens Creek Blvd., Suite 210, Cupertino, CA 95014
http://42rules.com

First Printing: May 2013
Paperback ISBN: 978-1-60773-070-5 (1-60773-070-7)
eBook ISBN: 978-1-60773-071-2 (1-60773-071-5)
Place of Publication: Silicon Valley, California, USA
Library of Congress Number: 2013936818

Trademarks

All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. THiNKaha nor any of its imprints, can attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark.

Warning and Disclaimer

Every effort has been made to make this book as complete and as accurate as possible. The information provided is on an as is basis. The author(s), publisher, and its agents assume no responsibility for errors or omissions nor assume liability or responsibility to any person or entity with respect to any loss or damages arising from the use of information contained herein.

Dedication

Rosemary Coates: For all my consulting clients who have taught me what is so important about field service and for my loved ones, thank you for always putting up with me.

Jim Reily: For all of my many mentors whose patience and guidance helped me learn lifes important lessons and especially for my family who is a constant source of inspiration and love.

Acknowledgments

We are delighted that these executives agreed to be interviewed for this book:

• Morris Cohen, Wharton School, University of Pennsylvania
• Jim Miller, Google
• Dillard Myers, Cisco Systems Inc.
• Christine Parlett, Siemens
• Joe Pinto, Cisco Systems Inc.
• Damon Schingeck, Markem-Imaje
• Michel Yasso, MSR Consulting Group

Biographies of these people are available in the Appendix.

In addition, several other executives were interviewed but chose not to be listed by name. Some of the most valuable information came from these people. We appreciate the executives who took time out of their busy schedules to share their field service experiences and insights with us. We are very grateful.

We, Jim and Rosemary, also became great friends during this process. We did not know each other before the writing process began. But over the past two years, we have worked closely to finish this book. We appreciate each others knowledge, skills, and hard work.

And last, but certainly not least, we are very grateful for Mitchell Levy, our publisher, and Laura Lowell, our executive editor, for believing in us and encouraging us along this journey. These are two very remarkable and talented people, and it is our privilege to know them and work with them.