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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 and his wife and family moved back to Alabama and he got what he saw as a temporary job in local government, where he still uses those 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. Pete talks about how you and your team can consistently offer the best service possible, including:
Pete says remodeling can emulate the magical experiences of Disney — your clients are choosing to transform their spaces, and helping them through that can be a transforming experience for their homes and their lives.
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:
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.
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:
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.
This website is part of the Remodelers Advantage Network.