Today we sat down with Amy Matheny, General Manager and Co-Owner of Reliability Home Services, to talk about a common issue in service businesses—CSRs saying “yes” when they should be saying “no.” What seems like good customer service often leads to overbooked schedules, burnt-out technicians, and frustrated customers. Amy breaks down the concept of “Eat the Frog,” how avoiding hard conversations creates bigger problems, and how to train your team to confidently set expectations. If your team struggles with overbooking or communication, this episode is a must-listen.

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