Adam and Jeannie discuss the challenges and benefits of instilling customer-centric thinking in service technicians with Justin Deese, CEO of The Blue Collar Business Group.

About our guest

CEO Justin Deese is a highly sought-after business strategist, visionary, and self-made entrepreneur. He simultaneously built three flourishing in-home service companies in multiple states, is a certified E-Myth Business Coach, and is an expert at helping fellow business owners structure and manage their companies for maximum profitability.

Justin has extensive working knowledge regarding all aspects of operating a successful in-home service business, including (but not limited to) sales and marketing, recruitment, systematization, and human resources. He has helped numerous business owners revitalize their companies and become true business owners, not just operators. Justin has a distinct talent for helping entrepreneurs recognize growth opportunities, remove what’s hindering their success, and develop customized strategies based on their personal goals.

Re-thinking the in-home service experience

It’s bad enough to have a poor customer experience at the checkout or on a call, but how about inviting a poor experience into your home? Sadly, that’s the reality for many customers who receive in-home service- from repair technicians, installers and more.

Focused on their skills and qualifications, technicians in these industries are typically not trained on delivering great overall experiences. Today’s guest explores the importance of customer experience training for service technicians and why it can make a huge difference.

“80% of what’s going on is before and after the sale.” –Justin Deese

What kind of experiences are your technicians delivering to in-home customers? Being an expert in a certain trade does not make someone an expert in interacting with those customers. And seasoned technicians are likely to subscribe to the idea that since they’ll only be there once, it doesn’t matter.

Justin shares some great tips for training technicians to be more customer-focused, even the long-time experts who feel the old ways have served them and their customers well. Many find that learning to be more customer-focused has made their jobs easier and more rewarding.

So how can you inspire your technicians to create a better in-home service experience? Listen in!

Connect with Justin

• Justin’s website
• LinkedIn
• Facebook
• The Blue Collar Success Group

Related Content

• Customers That Stick® post, The Best Way to Make a Customer-Facing Team More Effective
• 360Connext® post, Customer Experience Rockstars: A Snapshot of ModTimber
• Episode 148: Randi Busse, Workforce Development
• Episode 091: How to Find Time for Training

Sponsor message:

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Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

 

Take care of yourself and take care of your customers.

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