Episode 294

In this episode of Unscripted, Sarah Nicastro, the creator of Future of Field Service and VP of Customer Engagement at IFS, reflects on the Stand Out Service Trends Report, sharing actionable insights from some of the most innovative leaders in the service industry. Drawing on her extensive expertise and years of observing the evolution of field service, Sarah explores best practices in hiring, employee engagement, change management, and technology prioritization.

Sarah's career began unexpectedly in the world of field service after earning her bachelor’s degree in psychology and an MBA, with plans to enter the nonprofit sector. Her fascination with the innovation and complexity of field service sparked a passion that has driven her work ever since. Based in Erie, PA, Sarah balances her professional life with time spent at Lake Erie hunting for beach glass, Peloton workouts, and indulging in her love of hip-hop and ice cream.

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Episode Highlights:

• [06:20] - Hiring for Success: Nearly 50% of standout leaders have updated job descriptions in the last six months, signaling a shift in how they approach talent acquisition. Thirty-three percent now prioritize hiring for skills and capacity to learn rather than requiring prior experience, while 19% have implemented apprenticeship programs to nurture new talent. These modern practices reflect a commitment to building diverse, future-ready teams that adapt to evolving industry needs.
• [08:44] - Enhancing Employee Engagement: Leaders know that engaged employees drive retention and customer satisfaction. Sixty-seven percent conduct frequent one-on-one reviews and 61% have formal recognition programs to reward excellence. Continuous training programs (59%) and flexible work arrangements (29%) further boost morale. These efforts foster a culture where employees feel valued and empowered, fueling overall performance.
• [14:05] - Embracing Change Management: 42% of leaders surveyed have embedded change management into their company culture, focusing on continuous improvement. They engage employees in developing solutions and see change as a competitive strength. Open communication, leadership buy-in, and a relentless focus on execution help these organizations thrive in a constantly shifting landscape.
• [16:33] - Technology with Purpose: Technology adoption is a priority, with 47% planning AI investments in areas like predictive maintenance and troubleshooting by 2025. Leaders emphasize matching tech to business challenges while addressing concerns like accuracy, data security, and readiness. By balancing opportunity with caution, they ensure technology enhances, not disrupts, operations and customer experiences.

Quotes:

• “We know that if we continue to look for talent based on previous experience,  it just simply doesn't exist. We need to modernize the approach, which often means that the organizations hiring have more work to do to get people ready to go out into the field on their own and be comfortable and successful performing those duties.” - Sarah Nicastro
• “Performance reviews, recognition programs, and professional development are key areas that drive employee engagement and retention.” - Sarah Nicastro
• “The goal isn’t just introducing new technology; it’s understanding what your business challenges are and how technology can address them.” - Sarah Nicastro