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Does anyone else deal with on-demand field service contractors?

We do, a lot. We spent over $70k this year on contractors and are seeing that contractors lately are asking for more money, but …

  • quality of work is going down
  • they don’t arrive on time
  • they have an entitlement attitude (pay is still deserved for subpar work)
  • they won’t follow instructions (like calling upon arrival/before they leave the jobsite)
  • they rush to finish quickly so they can run to another job
  • they seem to have no pride in their work (you can’t even get them to go fix their mistakes)

I was a field tech for many years so I know both sides of this business. I feel like we take care of our techs, pay is usually above market rate, & for most smaller jobs we’ll even guarantee 4hrs of pay even if takes 1hr to do the work. I feel like this whole on-demand field service model needs change because

  • as an employer, there’s extra work & cost on the backside dealing with QC, client complaints, & sending new techs to repair poor quality work
  • for the techs, they need living wage pay ($25+/hr.) without the risk of being burned by companies who mistreat/won’t pay them, etc.

Anyone else with similar issues, did work ethic/pride in workmanship change, do people just not care anymore?

  • I have field engineers who use my field service software. One of my clients has very good engineers in the South of England, but they also have “entitled” engineers like the ones you described in the North. In fact the attitude of staff from South to North is notably different as the South are mostly ideal employees.

    Do you notice any regional issues and are you able to recruit from different regions?

    We have real productivity issues with the guys from the North, they quarrel about anything (e.g. who gets given the shiny new equipment), and they have to be constantly reminded they are being paid to do their job. I have suggested to my client they just need to keep rotating staff until they find people that value their jobs, but I know this can be hard to do while you have an operation to maintain.

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