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.”
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
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
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 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.