A Prosperous Business Starts With A Loyal Team Foundation The Importance Of Creating Employee Loyalty Employees are more likely to go above and beyond their job responsibilities when they feel a strong sense of dedication towards their company. The result: increased productivity and better customer service. Team Morale Enhances Longevity In Employee Retention. Employee loyalty … Read more
When Is The Right Time To Let An Employee Go? Navigating Employee Termination Managing employee transitions is a part of a natural cycle within any organization. People come and go. Sometimes turnover is high (which likely means something needs to change internally) and other times it is slow and steady. In our previous article, we … Read more
Creating A Customer-Centric Team It starts with you. The role of a customer service representative is sometimes overlooked, and yet it’s one of the most critical positions to build success. We rely on a customer’s business to keep our organization alive and thriving. The CSR role is the link that connects a customer’s need to … Read more
Well Oiled Machines Healthy Employees We know that customer satisfaction and operational efficiency are essential for your business. In a perfect scenario, your office runs like a well-oiled machine. The atmosphere is lively, everyone is motivated to get the work done. Your team is productive and find the work is gratifying. Customers leave with a … Read more
Yesterday in Las Vegas, multiple HVAC Business Owners shared the same concern with me about investing in Customer Service Training: “I think this would be absolutely amazing for us,” they said. “But…” I waited with eager anticipation to hear their “but.” “But I worry my team won’t care. They won’t embrace it. They’ll feel like … Read more
As we’ve been back at Trade Shows this spring, it’s been interesting to see three customer service challenges most contractors have: 1) Consistency 2) Giving Feedback 3) Cringeworthy Customer Service A lot of contractors are struggling to get a consistent customer experience from their call center. Sometimes they’re excellent, other times… not so much. Do … Read more
Training is broken. Traditional industry training comes from a “lecture style,” old-school educational mindset. Gather everyone in a room, deliver information to them, and hope for the best. But this approach makes no sense in our companies because, in school, AT LEAST students have to pass a test. But in business, we’re not trying to … Read more
