customer service

Ep.76: [Unscripted Back-Up] Managing Your Customers with Chip Doyle

It’s time for another Unscripted Back-Up. It’s a chance to revisit some of our best and most informative episodes. They’re jam-packed with information you can use — so if you missed it the first time around, here’s your chance to catch up.

This is one of our most popular episodes, and digs in to a part of your remodeling business that few people really consider — managing your clients. 

If you — and especially your designers — aren’t managing those customers you’re wasting time and losing out on potential profits, says Chip Doyle.

In this episode, Victoria, Mark and Chip discuss how to speed up the hand off from design to production. Effectively managing client expectations, setting clear goals and deadlines, and guiding clients intentionally, gets you out of having projects park in design and selections. 

Chip has been in the sales industry for 29 years, and training with Sandler for nearly 17 years. He’s a sought-after speaker and co-authored Selling to Homeowners The Sandler Way. Chip has a licensed training center and trains companies of all sizes in Pleasant Hill, CA, helping them reach their full potential, exceed expectations and continue to grow.

Empowering designers to guide, and ultimately lead, clients through the design process can increase your profits by 25 percent. Some of the ways to get there include:

  • Cutting design time in half, without cutting corners
  • Giving designers the right role models
  • Managing “genius attacks”
  • Setting clear meeting goals and timely next steps
  • The importance of deadlines — for clients
  • Getting projects through that would otherwise stall
  • The traits to look for in a designer — toss the DISC assessment
  • And much more …

Need More Help?

If your designers, project managers, and other customer-facing team members need guidance on how to deliver excellent client services effectively, Chip is leading a course, Client Management Training for Designers & Architects, to address it all. It’s not a sales course, it’s specifically designed to give your team members the skills they need to get selections and designs past the bottleneck and into production, while creating and excellent customer experience.

Ep.74: Pheel the Love — How the Most Powerful Force in the Universe Builds Great Companies with Tom Burgoyne

Everyone would love to have raving fans — and today’s guest is the most popular mascot in sports. 

Tom Burgoyne has had a 30-year career as the best friend of 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 in business — and how it can be the difference between being a good company and being a great one.

Tom has applied what he has learned in costume and talks about how the love people have for the Phanatic can be applied to your everyday working life. He’s also the author of Pheel The Love!: How the Most Powerful Force in the Universe Builds Great Companies — Phillie Phanatic Style! 

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 stepping up into the primary role. He realized the power of the character and the love the Phanatic generates and has applied the principles to boosting customer service and your company 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 optimistic consistently 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, and 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.

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