CX RIOT RADIO

Technicians sit in a lot of kitchens.  You know the scene: technician at the table, customer staring at a price sheet, maybe their arms crossed, maybe worried about how much this is gonna cost.  That’s the moment the whole job rides on.  The kitchen table close. For years, managers never got to see it.  We could listen to call recordings, we could role-play in the training room, but when it came to the big stage, the customer’s kitchen, we were blind.  No ride-along unless you literally burned a whole day sitting in the passenger seat, making the tech nervous as hell, and still only catching a couple conversations. Now we’ve got a new player in the game: the ghost ride-along.  Tools like Rilla, ServiceTitan's Field Pro, SalesAsk, and Siro don’t need a truck or a clipboard.  They sit quietly on the tech’s phone, recording, transcribing, analyzing.  Later, the manager, or even the tech themselves, can pull up the play, see where they fumbled, where ...

Let’s cut the shit.  There’s this unspoken (and sometimes very spoken) rule that by 26 or 27, you should have your life locked in.  Good job, nice place, healthy relationship, stacked savings account, maybe even a wedding on the calendar.  And if you don’t have all that?  Well, something must be wrong with you, right? Wrong. That’s not real life. That’s Instagram life. That’s Netflix sitcom life. But in real life, most of us are just figuring it out as we go. Even the ones who look like they’ve got it all together are usually barely holding on. The Grindset Lie You know what makes this worse? Hustle culture. This idea that if you're not tired, burned out, and juggling six side projects, you're lazy. “Hustle harder.” “Sleep when you're dead.” “Grind now, shine later.” Look, I’m all for working hard. But there’s a difference between discipline and masochism.  This obsession with always doing more is wrecking people.  Especially younger folks trying to prove...

  Summary Modernizing customer experience in the trades is necessary for advancement. - It is observed that the trades industry lags behind in adopting modern technology, with only a few individuals within companies utilizing the latest tech. - Differences in tech adoption within the trades industry range from heavy paper usage to completely digital operations. Customers today demand convenience and personalization in their service interactions. - Businesses need to elevate the customer experience to meet rising customer expectations. - Technological advancements have shifted customer behaviors towards wanting easier access and real-time updates. Providing multiple customer interaction options is crucial for modernizing trades. - Offer at least three ways for customers to engage, such as live chat, SMS, and self-service booking. - Investing in an app with features like online scheduling, bill pay, and technician tracking can enhance customer experience. Offer multiple appointment b...

Introduction: The Game-Changer in Profitability Hey there, business owners and leaders in the HVAC and plumbing sectors! I've got a bombshell to drop that could completely change the way you view your business strategy. Are you focusing enough on what could potentially be your most significant lever for financial success? I’m talking about customer retention. Stick around, and I’ll show you why mastering this art is not just beneficial but essential. The Surprising Power of Retention Let’s dive straight into the heart of it: boosting customer retention by a mere 5% can skyrocket your profits from 25% to a whopping 95%. That's right — such a small tweak in how you manage customer relationships can almost double your profitability. Take, for instance, a scenario from the credit card industry: a company halved its customer defection rate and saw the average customer lifespan double, which more than doubled their profit per customer. Now, imagine applying that to your business. Eve...

The stakes are high right now—in all industries. Economic uncertainty, consumer costs rising, a fluctuating, unpredictable job market, AND it's an election year. Today, we're going to be talking about the trades. HVAC, Plumbing, Electrical, Pest Control, etc. In this industry, businesses are more than just service providers; they're essential pillars of the communities they serve.  Today, we’re not just talking about fixing leaks and tuning systems; we’re exploring how to transform your business into a stronghold of customer loyalty and relentless growth. The Crucial Role of Customer Loyalty At the core of every successful business is loyalty. Homeowners reach out not just because they need a quick fix but because they are in a crisis and looking for a hero. The crucial nature of their call, the emergencies they face, is why Voice is still king at most Trades companies when it comes to Lead Acquisition. Whether they choose your company again depends on this crucial factor: ...