You might have to say “no” to a customer to make room for customers who will behave in the way you want and deserve to be treated.Read More
“I’m sorry, Mr. Jones… I think, given the circumstances, another company could serve you better,” I said calmly, even though I was actually pretty ticked off at the way he had spoken to my best CSR, my Dispatcher and my most experienced Tech. I invited him again to go hire (and likely abuse) my competition.
Why not just take his money? Because Mr. Jones was not my customer. He was among the five percent of customers who were causing 90 percent of our problems and we were on a mission to move them out. And he was destroying our company’s culture and I wasn’t going to let that happen.
After all, I had always told my staff, “You’re my #1 customer and I know that how I treat you is how I hope you’ll treat our customers. So, know that my family is committing to treating you with the respect you deserve.”
Well, if I meant it… and I did… there comes a time I had to fire a customer to prove that I’d be willing to put my money where my mouth was and stick up for the team.
Here are four customer behaviors and one situation you shouldn’t tolerate and how you can handle them.Read More
You can live the life you want! How?
Most business owners are so focused on solving the problems of today that they don’t stop to consult a plan. Al isn’t a fan of 10-year plans, but he does believe having a 3 to 5-year plan is critical.
In Al’s episode on the Winning on Main Street podcast, Al shares with host Gordon Henry how you can scale your business and live the life you want.Read More
Wish you could find all the great techs you ever wanted? You’ll need to learn and implement the five main components of Staffing Power.Read More
You asked, we answered! So many of you have asked how to find great employees to train with your new operating manuals. And even if you don’t have operating manuals yet, this recording of a Facebook Live with Al Levi and Tommy Mello will give you a clear overview of what you need to do to find, orient, train, and retain your dream employees.
Love this? You owe it to yourself to join The Home Service Expert Facebook Group. There’s more where this came from!Read More