"A fine watch is like a good field service organization. It serves its customers accurately and is consistently on time. You can only see the face of the watch and that’s what you depend on to give you great service (accurately tell you the time).
The watch, however, depends on many moving parts to operate flawlessly and many of these you cannot see.
In field service, the face of the watch is the service provided — usually by your field service team. Although the customer may only see the field service technician, however, the quality of the technician’s interaction depends upon many moving parts that are not seen — other people within the organization as well as processes and systems."
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