CX RIOT RADIO

  Summary Improving CX in industries with bad reputations is crucial. - Industries like trades, airlines, and used car dealerships often have negative reputations that affect overall customer perceptions. - To surpass customer expectations, companies must prioritize customer service and experience consistently across all interactions. Automation enhances convenience but emphasizes customer experience in home services. - Automation allows users to easily book services online, creating an abundance of choices. - In competitive home service markets, initial customer interactions, particularly phone calls, are crucial for establishing trust. Customer experience hinges on smooth interactions and professional appearances. - A smooth booking process is essential for customer satisfaction, avoiding technical issues that disrupt convenience. - The demeanor of customer service representatives and technicians significantly impacts customer perceptions, requiring empathy and professionalism. I...

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...

I know I keep talking about this, but it bears repeating. in a plumbing business, the phone call is the first service. I know a lot of people who view CSRs as booking machines. "We hired them to book the calls." Yeah, that's the end result, sure. I agree. But the CSR role is so much more than that. It's one of the most important roles in a Trades company, but far too often they're viewed as second class citizens, a cost, a detriment, and sometimes, unfortunately, as disposable if the market takes a downturn.  But, why? It's a misconception of what the role actually is, and it's a miscommunication from CX leadership on the importance of the Blue Collar Call Center.  A call center isn't a Cost Center, not if it's run correctly and staffed appropriately.  It's the place where your marketing spend goes to thrive... or die.  Before a wrench touches a pipe, before a tech pulls into the driveway, before a tool gets pulled from a bag, the customer has ...

  Summary: Striving for excellence amidst mediocrity. - Encourages listeners to take action by liking, commenting, and sharing the show to promote growth. - Highlights the importance of not conforming to average standards and instead aiming for higher achievements. Excellence is a daily choice beyond mere job requirements. - Mediocrity leads to stagnation, affecting growth, enthusiasm, and customer satisfaction. - True excellence requires a mindset shift; it's not reserved for the few but a decision everyone can make. Excellence requires attention to details and proactive leadership. - Proactive problem-solving and attention to details set high-performing teams apart from average ones. - Leaders establish a culture of excellence by holding their teams accountable and setting clear expectations. Success in trades depends on effort and facing harsh realities. - Coaching and developing team members is essential for maximizing potential, but not everyone will meet expectations. - The h...

  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...

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: ...