Company Culture

The Magic of Disney’s Customer-Service Strategies with Pete Blank – [Best of PowerTips Unscripted]

If you’ve ever visited any Disney theme park across the globe, you may think nobody does customer service and experience like Disney. Although the execution is complex, the baseline concepts are quite simple. 

In this episode, Pete Blank shares customer-service strategies from Disney with Victoria and Mark, and shows you how to apply these lessons to your remodeling company to boost your own team’s customer-service performance. 

Pete has been developing leaders and improving service levels of organizations for the past 25 years — 13 of those with the Walt Disney Co. and the past 12 in local government. He loves inspiring others with ways to enhance their organizational culture. You can learn more about Pete Blank at his website: www.peteblank.com, or on his LinkedIn page

Growing up near Disney World in Orlando, Pete says he knew he always wanted to work there. After a few years as a sportscaster in Alabama, Pete went to Florida and began working at Disney World. He, his wife and family moved back to Alabama and he took  what he saw as a temporary job in local government, where he still uses his customer-service strategies. The biggest challenges to providing outstanding customer service and experiences are speed and expectations. Technology has changed the speed and convenience with which goods and services can be delivered. You have to align your clients’ expectations with what you can actually deliver. 

Mark, Victoria, and Pete talk more about:

  • The difference between customer service and customer experience
  • How social media amplifies all experiences —good and bad
  • Making customer service part of you mission statement
  • Looking for what “above and beyond” looks like in the future
  • How emotional connections create relationships
  • How to measure your customer-service success
  • The power of follow-up surveys
  • And more …

Best of Powertips: Ep. 117: The Six Habits That Can Change Your Life with Laura DiBenedetto

 

The Six Habits are behaviors that we act out every day, minute to minute. These are the habits that define our relationship with ourselves, and our relationship with the world around us.”

 
Remodelers Advantage is dedicated to helping remodeling business owners become more successful, while creating an environment that allows them to lead a more balanced and satisfying life.

Victoria and Mark welcome best-selling author, Laura DiBenedetto, to the show to share the truths that reveal the pathway to the truest freedom a person can have.

TEDx Speaker and author of The Six Habits, Laura teaches us how to create the life of our dreams without sacrificing what we love. As Founder and CEO of Vision Advertising, she has helped hundreds of companies build and grow profitable enterprises. Laura lives on Maui with her husband.

Victoria, Mark and Laura talk more about:

  • How entrepreneurs can find the time to nurture, heal and grow themselves
  • The kind of habits that determine our journey through life
  • How we can begin to master those habits
  • What actions you need to take to begin to change your life
  • Building your business around yourself, not the other way around

Mentioned in this episode:
Laura’s Website
The Six Habits

Ep. 189: The 9 Components of Extraordinary Leadership with Wayne Ottum

Wayne Ottum joins us to talk about the 9 components of extraordinary leadership and outlines some basic steps to help businesses owners become more effective leaders. Wayne discusses the importance of creating a company vision, building the right culture, and the difference between leadership and management.

Wayne is a senior consultant at Remodelers Advantage and is the president of his own consulting firm Ottum Enterprises LLC. Wayne has over 30+ years of consulting experience and has over 15 years of experience working with Remodelers Advantage.

Victoria, Mark, and Wayne talk more about:

  • Creating a vision 
  • Leadership in the Remodeling Industry 
  • And more…..

Ep.188: Deep Thoughts with Victoria Downing, Mark Harari, and Jack Handey

Mark and Victoria, with the help of the very funny Jack Handey, discuss a few of the deep thoughts they have recently had, and how the insights they gleaned from them correlate to running a successful business. 

Mark talks about how cognitive bias can lock you into dangerous patterns, thereby making it hard to simplify and innovate.  Victoria discusses how some remodeler’s think it is unacceptable to make strong profits and how to overcome those limiting beliefs.  Jack, well Jack is Jack, and there is nothing more to say about him other than listen. 

Mark and Victoria talk more about….

  • Words matter and have consequences, so think before you speak.
  • Constantly look to break patterns.  Check your assumptions and be careful of “expertise”.
  • Know your worth and expertise and charge appropriately for it.
  • And more……

Ep.187: Building Freedom as a Construction Professional with David Gerstel

Guest David Gerstel joins the show to talk about his new book Building Freedom: A Construction Pro’s Path to Financial Independence. David also discusses topics including being lean and frugal, and having an employee centered company.

David Gerstel has over 50 years of experience in the construction industry, and is the author of many books including Nail Your Numbers and his new book Building Freedom: A Construction Pro’s Path to Financial Independence.

Victoria, Mark, and David talk more about:

  • Financial Freedom and Independence
  • Having an employee centered company
  • Thought remodeling
  • And more…….

Ep.186: How To Bet On Talent With Dee Ann Turner

Guest Dee Ann Turner discusses her experiences at Chick-fil-A human resources to owning her own company and becoming a bestselling author. Dee Ann gives an excellent outline for any business to interview and find extraordinary talent. She also talks about the current day workforce and how to be disciplined in the hiring process.

Dee Ann is the author of Bet on Talent, a successful public speaker, and has over 32 years of experience in recruiting some of the best employees in the restaurant industry.

Victoria, Mark and Dee Ann talk more about:

  • How to evaluate talent
  • How to interview potential employees
  • The formula to create a great company culture
  • And more…….

Ep.177: The Journey To Your Unifying Vision with Joe Curcillo

Adapted from his popular motivational book, “Getting To ‘Us’,”  guest Joe Curcillo expertly guides business leaders through the processes of mission analysis, productivity evaluation and goal prioritization to determine their company’s ultimate path to success. In this episode, he shares the foundational epicenter for unity throughout a company and establishes the blueprint for future goals and achievements.

For more than 40 years, Joe has had the pleasure of presenting information from the courtroom to the boardroom. His experiences as a prosecutor, mentalist and bestselling author have made him a uniquely positioned speaker for organizations working to unify their personnel to achieve greatness.  Learn more about Joe here.

Victoria, Mark and Joe talk more about:

  • The importance of a unified vision
  • Secrets to team building
  • And more…

Ep.175: Using Kaizen to Improve Your Business with Michael Sauri [Unscripted Back-Up]

In today’s episode of PowerTips Unscripted, we are featuring one of our more popular episodes. If you have topic ideas for an episode or a guest we should be interviewing, send an email to victoria@remodelersadvantage.com.  Enjoy!    

The Kaizen practice focuses on improving existing, standardized processes by eliminating waste and was first practiced in Japanese businesses after World War II.  Kaizen translates to “Change for Good,” and that can mean many great things for your growing remodeling company. The process of constant improvement, with every team member participating, allows your company to constantly raise the bar on its target metrics.  

In this episode, Victoria and Mark learn more about the Kaizen practice of process improvement by welcoming Michael Sauri, CEO of TriVista USA, to the show.

Michael and his wife Deborah started TriVistaUSA in 2005 with the goal of providing an outlet for creativity and a Ritz Carlton-level client experience. “Our Thoughtful Design Builds Fine Living,” is their mission statement and their mantra as they bring phenomenal, award-winning design to the Design/Build community in the Washington DC area.

Victoria, Mark and Michael talk more about:

  • The background of Kaizen and how TriVista got involved
  • Hiring and developing a team within the Kaizen structure
  • The differences between Kaizen and other process improvement practices
  • And More…

Ep.174: How to Build Authentic Trust with Robin Dreeke

As an FBI Special Agent and Chief of the FBI Counterintelligence Behavioral Analysis Program, guest Robin Dreeke built relationships and confidential human sources across 22 nationalities during his career. These days, he works with companies of all sizes, helping newly promoted leaders, executives, and teams succeed and grow. 

In this episode, he shares expert insight on how to move beyond transactional relationships and build mutually beneficial relationships and partnerships. 

Robin is the founder of  People Formula, a Leadership and Communication Strategy company.  People Formula was formed on the premise that missions, goals and objectives cannot be achieved without relationships and partnerships based upon communication and empathy.

Mark, Victoria and Robin talk more about:

  • Why trust is so critical
  • How to build trust
  • Implementing trust-building skills
  • And more…

Ready to Stand Out, Attract the Best Clients,
and Win Every Sale that Comes Your Way?

Ep.172: How Technology is Impacting Your Mental Health, Relationships & Productivity at Work with Rob Krecak

As a society, we are now spending close to four hours per day on our smartphones, a 59% increase compared to just two years ago. The total amount of time that each person spends in front of all media per day is 12 hours and 21 minutes, which is up 11% over two years, and the amount of time we spend socializing each day has dropped 18% compared to 2003. 

So, if we extrapolate these trends, where will humanity be in just 10 short years?

Guest Rob Krecak is on a mission to positively impact the lives of one billion people with his company Humans First, which aims to show people how technology is impacting their mental health, relationships, and productivity at work.

Victoria, Mark and Rob talk more about:

  • How technology impacts us in ways we are unaware of
  • Technology’s role in our relationships
  • Being more mindful about technology usage
  • And more…

A Podcast To Help You Improve The Bottom Line Through Production Training

The Tim Faller Show, our “brother podcast” airs every Monday and is a fantastic resource for every remodeling business owner, key manager or production team member in the business.

Co-hosted by Tim Faller and Steve Wheeler, the show has more than 175 episodes and is jam-packed with tips, advice and guidance from some of the best in the industry. Click here to learn more and make sure to tune in every Monday!

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