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Why Your Call Center Is Killing Your Business
What if the difference between your best month ever and losing a loyal customer came down to one phone call?
In this episode, Ryan sits down with David Powers, a Chief Experience Officer at Rooter Hero Plumbing and CX Riot Radio host, to dig into how most home service companies get call centers wrong - and how it’s costing them more than they think.
David shares what he’s learned from decades running call centers (starting at age 17!) and now leading the ultra-efficient, ultra-human customer support engine at Rooter Hero.
You’ll learn:
- Why treating employees better always leads to better customer service.
- What a 5-minute response window does for conversion rates.
- How real-time data (even on a smartwatch!) is changing the game.
- The biggest mistake small shops make when it comes to incoming leads.
- And what AI should (and shouldn’t) be doing in your service business.
If you think having “just one CSR” means these lessons don’t apply to you, think again. David’s insights prove this stuff matters whether you have 1 tech or 100.
Connect With David:
Website: https://rooterhero.com/
LinkedIn: https://www.linkedin.com/in/davidjpowers2/
Support Titans of the Trades:
If you found this episode insightful, please subscribe, share, and leave a review for Titans of the Trades. Your support goes a long way in helping us bring more impactful discussions your way.
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By Ryan EnglinWhat if the difference between your best month ever and losing a loyal customer came down to one phone call?
In this episode, Ryan sits down with David Powers, a Chief Experience Officer at Rooter Hero Plumbing and CX Riot Radio host, to dig into how most home service companies get call centers wrong - and how it’s costing them more than they think.
David shares what he’s learned from decades running call centers (starting at age 17!) and now leading the ultra-efficient, ultra-human customer support engine at Rooter Hero.
You’ll learn:
- Why treating employees better always leads to better customer service.
- What a 5-minute response window does for conversion rates.
- How real-time data (even on a smartwatch!) is changing the game.
- The biggest mistake small shops make when it comes to incoming leads.
- And what AI should (and shouldn’t) be doing in your service business.
If you think having “just one CSR” means these lessons don’t apply to you, think again. David’s insights prove this stuff matters whether you have 1 tech or 100.
Connect With David:
Website: https://rooterhero.com/
LinkedIn: https://www.linkedin.com/in/davidjpowers2/
Support Titans of the Trades:
If you found this episode insightful, please subscribe, share, and leave a review for Titans of the Trades. Your support goes a long way in helping us bring more impactful discussions your way.