Customer Service

Employee Reviews: It’s Time for a Change with Tim Faller – [Best of PowerTips Unscripted]

Reviewing employees in the remodeling world is, at best, a struggle.

It is often an employee’s opportunity to ask for a raise and an employer’s opportunity for frustration.

Tim Faller joins Mark and Victoria to talk about the necessary fundamental shift in the employee review process. Tim makes the transition from podcast host to guest to talk about his efforts towards reworking the employee review process in this episode.

Tim is a senior consultant here at Remodelers Advantage and known throughout the industry as the “Guru of Production.”

Tim is a well-known author and works with remodelers and production teams across the US and Canada. In addition to being the lead facilitator for the R/A Production Manager Roundtables Groups, he is also the Co-host of the popular podcast, The Tim Faller Show.

Victoria, Mark and Tim talk more about:

  • The challenges of the “old system”
  • The inspiration behind the reworking of the employee review process
  • The parts that need reworking
  • Objectives and goals of the rework
  • Implementing the rework
  • And more…

An Etiquette and Manners Guide for Remodelers with Daniel Post Senning – [PowerTips Unscripted S4 E12]

Do you remove your shoes when you visit a customer’s home?  How do I control others’ first impressions of me? Is it ever appropriate to begin eating before everyone is served?  Find the answers to these questions and more when Daniel Post Senning joins the show.   

Daniel is the great-great-grandson of Emily Post and discusses the importance of etiquette and how you can use it while interacting with affluent clients who expect a certain standard of conduct.  He explains that etiquette is really a combination of manners (language), plus principles (consideration, respect, and honesty), and how they guide behavior and how that behavior impacts others. 

Daniel Post Senning is from the Emily Post Institute, which is a fifth-generation family business that promotes etiquette tips and techniques based on consideration, respect, and honesty. Daniel is also an author and co-host of the Awesome Etiquette podcast. 

In this informative and fun podcast, Victoria, Mark, and Daniel talk more about: 

  • Table etiquette for any setting 
  • Business advice that can help you control customer impressions 
  • How good etiquette can be great for business 
  • And more… 

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

In this episode, Pete Blank shares customer-service strategies from Disney with Victoria and Mark, and discusses 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, FL., 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 for Disney. After 13 years, he and his family moved back to Alabama so he could start working in the local government.

Blank said that 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, so you have to align your client’s 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 your mission
  • How emotional connections create relationships
  • How to measure your customer-service success
  • The power of follow-up surveys
  • And more …

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Pheel the Love — How the Most Powerful Force in the Universe Builds Great Companies, with Tom Burgoyne – [Best of PowerTips Unscripted]

Everyone would love to have raving fans — and today’s guest knows the feeling. Tom Burgoyne has had a 30-year career as the person behind the Phillie Phanatic — the most popular mascot in sports. 

In this episode, Tom talks to Victoria and Mark about what the Phanatic has taught him about the importance of customer service — and how it can be a great differentiator.  Tom has learned, while in costume, that the love people have for the Phanatic, and the love the mascot shares, can be applied to your everyday working life. 

Tom was working in sales when he answered a blind ad to become the backup to the original Phanatic. He was the backup for four years before assuming the primary role. He’s also the author of Pheel The Love!: How the Most Powerful Force in the Universe Builds Great Companies — Phillie Phanatic Style!  He applied this principle to improving customer service through love and fun, including:

  • Being authentic
  • Deciding to be loving
  • Noticing opportunities to share the love
  • Acting on the opportunities
  • The big smooch — making people feel special
  • Being consistently optimistic as a company
  • The Love 15 evaluation
  • And more …

Tom shares some of his most enduring memories as the Phanatic, including leading the 2008 World Series parade, how hot it gets in the costume, and what the Phanatic and Remodelers Advantage have in common.

Tom also has a podcast called Phillies Backstage with Brazer and Burgoyne. And you can check out his page on LinkedIn.

This episode was initially posted in 2019.

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