How do I train a crew chief to take over my surveying company’s client calls?

A crew chief knows the fieldwork, but a client call asks for different skills: listening, explaining and managing expectations. Begin by having the chief sit in on your calls and note what you say and why. Afterward, talk through the choices you made, especially the difficult ones.

Next, hand over calls in order of difficulty. Scheduling and status updates come first, then explanations of results, and finally disputes or changes in scope. Give them plain-language ways to describe a result, because clients usually care about what it means for them. Agree on when they must involve you, such as a mistake, a complaint or a request to change a price.

Review a few calls each week and offer feedback that is specific and kind. Tell clients who their new contact is, and why. Write down account notes in one shared place so the chief is not guessing. As they gain confidence, widen what they decide, and step away from the calls you used to take. Check in with the chief about workload, since added duties may call for added recognition. Thank the crew chief in front of the team when a call goes well, so the new role feels valued.

Key takeaways

• Move from listening in, to routine calls, to difficult ones.
• Agree in advance when the chief must bring you in.
• Keep account notes in one shared place and review calls together.