We spend so much time learning about growth, solutions and profits it may seem like the challenges and headaches that come with entrepreneurship are a thing of the past.  You would be wrong, but like today's guest Larry Izzo, we keep rolling with the punches.   There are a lot of funny stories in pest control and some F'd up ones too.  This episode has some of both...

Challenges in Small Business Operations

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  Hey there, customer service warriors! This Colony Confidential episode is your survival guide to turning those angry phone calls into happy goodbyes.   Alongside Margaret Garcia from Grit PPO we’re upgrading our communications. First off, gotta train your troops! Just like you wouldn't send a rookie soldier into battle unarmed, don't throw a new CSR to the wolves. Good training builds confidence, and that's your secret weapon against grumpy customers. Speaking of weapons, empathy is the ultimate customer service superpower. Imagine being able to see things from a customer's perspective –  When you understand their frustration, you can find a solution that saves the day (and keeps them happy). Don't forget the power of resources! Companies like Grit PPO use call monitoring and coaching to turn their CSRs into rockstars.  And hey, remote warriors, you can totally conquer customer service too! Just make sure communication is clear and expectations are set from the start. Remember, even if a customer's being a bit…well,  extra, they deserve to be heard. By following the tips in this episode, you can turn those frowns upside down and keep your customers coming back for more (pest-free) service! So next time a Karen calls in, take a deep breath, channel your inner zen master, and remember, Colony Confidential has your back!

Beyond Basic Training: Building a Customer Service Team that Rocks

We all learned a lot on the Art of the Phone Call AKA AOPC training with Margaret Garcia from Grit PPO so it only makes sense that we get together once more and annoucne : We're back for round two! Join us for a power-packed episode of Colony Confidential Podcast as Margaret dives deep into the latest AOPC strategies for 2024 and beyond. We'll revisit core concepts, unpack new industry trends impacting customer calls, and answer burning questions submitted by YOU, the listeners. Here's what you'll gain:  Fresh AOPC tactics to elevate your phone interactions. Strategies for navigating the evolving pest control landscape. Expert tips for handling tough customer calls with confidence. A real view of how AI will be affecting your phone handling and how to stay on top of it.  Whether you're a seasoned pro or just starting out, this episode is packed with actionable insights to transform your calls and take your customer service to the next level.  Don't miss out! Tune in and level up your AOPC game!

Level Up Your Phone Calls Again: AOPC 2.0 with Grit PPO's Margaret Garcia

Whether you're a pest control veteran or someone passionate about the convergence of technology and industry, this episode equips you with the knowledge to leverage AI for unparalleled success. Tune in and empower yourself with the knowledge and tools to revolutionize your daily operations.  We invite you to join us and stay ahead of the curve as we discuss the evolving landscape of AI in pest control. Get a glimpse into what the future holds and how you can position yourself for success.

Unlocking AI Secrets: Your Essential Guide to Pest Control Success

It's been a busty few weeks around here and now - it's holiday time! Come listen in as Ed and Joe catch up for the first time in weeks.  Topics include the recent shows and events, Ed's recent travels, a meeting with NYC's much talked about rat czar.

Catching up with the Sheehans

Ed and Joe are preparing for an incredible few days in Hawaii for Pest World 2023.  Hoping to make new friends and see some of the old ones too.  We can't wait to see what's new and come back here to share it all with you!

Challenges in Small Business Operations

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