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Episode #16- COVID = More Money
https://www.youtube.com/watch?v=Pb_b8GL6aUU Allow us to beat a dead horse for a moment: COVID changed things. But while it's affected millions of people in a negative way, this episode of LIP Service [...]
Episode 15 – The ULTIMATE Secret to Learning Fast
https://youtu.be/EGAAMJmIY2s How do some people learn new skills and information with extraordinary quickness? How do they go from 0 to level 100 in a matter of days? The answer lies in IMMERSION. It’s [...]
Episode 14 – Stop Telling Your CSRs to “Answer The Phones”
Watch Here: https://www.youtube.com/watch?v=9l1znGkNuYE Listen Here: Subscribe Here: Whether you like it or not... Your CSRs have three main jobs they must be doing: 1) book calls. 2) WOW customers. 3) Generate revenue. That is their [...]
Episode 13 – How to Deal With Angry Customers
Watch Here: https://www.youtube.com/watch?v=zK7J27iwc2A Listen Here: https://open.spotify.com/episode/30sRjuhycfSOLXPfdVNnAn Subscribe Here: Customers get angry for a lot of reasons. But when you write down a list of all the reasons why, they pretty much always come back to [...]
Episode 12 – Tony Hsieh’s Customer Service Legacy
Watch Here: https://www.youtube.com/watch?v=SZL9QNJfIo0 Listen Here: https://open.spotify.com/show/2OSB0CDjwDrs91SApTo1qp Subscribe Here: Zappos is renowned globally for its customer service culture. So, in light of Tony Hsieh’s tragic death at the end of 2020, we decided to honor his [...]
Episode 11 – Creating 30+ Hours in a Day (Rookies Have 24)
Watch Here: https://www.youtube.com/watch?v=EgEWsbPIsDQ&t=33s Listen Here: https://open.spotify.com/episode/4vTgj30dgQNu9sB9K8C2NZ Subscribe Here: This week on LIP Service for Contractors... To-Do lists are the cockroaches of productivity. They never seem to die, even when we painfully realize they [...]
Episode 10 – Make Meetings Great Again
Watch Here: https://www.youtube.com/watch?v=Ec_b3b-eOfo Subscribe Here: Listen Here: https://open.spotify.com/episode/4r9rqPh6v8Eeo6NCRq1QkX Most meetings feel like watching paint dry. Here are some ways to make meetings amazing again. Recognize there are three kinds of meetings: Training Meetings [...]
Episode 9 – Holiday Message
Watch Here: https://www.youtube.com/watch?v=uriy9XvkMts Subscribe Here:
Episode 8 – The Real Job of a Dispatcher
Watch Here: https://www.youtube.com/watch?v=LcmSYy_kTZI Subscribe Here: Listen Here: https://open.spotify.com/episode/3CBgNRiv379YViL11U4lFy What is the job of a dispatcher? Most contractors would say “to fill the board!” But that’s not it… The REAL job of a dispatcher is [...]
Episode 7 – How to Build an Unstoppable Brand & Culture
Watch Here: https://www.youtube.com/watch?v=w5ju9fEkYSg Listen Here: https://open.spotify.com/episode/4g5mDNj9ND27oMitPdZuLT Subscribe Here: "You don't have to compete when you know who you are." - Bernadette Jiwa We LOVE talking culture and brand... Because culture and brand are [...]
Episode 6 – The Perfect Customer Journey
Watch here: https://www.youtube.com/watch?v=hxrWs_rrtrY Listen here: https://open.spotify.com/episode/0AU4V1NkNuwnYRRZVfeHme?si=0bkHYBdsQHyi7Ow9zCrrrA Subscribe here: Every step of your customer journey must be intentional. How do you want your people to answer the phone? How do you want them to hang [...]
Episode 5: Reporting And Accountability
https://www.youtube.com/watch?v=mDwkqiiWOM8 https://open.spotify.com/episode/5qx4nQByMa2dhiYjGFZE0o What you measure, you improve. Good reporting in a business changes everything. It helps you make things predictable, and making things predictable makes business fun. What kind of reporting do you [...]
