In this podcast episode, Tanya Wilsom interviews Tim Butler, a service manager, about the importance of training technicians to provide excellent customer service. They discuss the significance of instilling a culture of accountability and excellence among technicians, the role of teamwork in enhancing performance, and the importance of recognizing and rewarding good work. Tim shares his approach to training new technicians, emphasizing the need for a supportive environment where team members uplift each other. He also offers advice for service managers on how to connect with their teams and foster a positive work culture.
Things We Learn From This Episode:
- Training technicians goes beyond just technical skills.
- Creating a culture of excellence is crucial for accountability.
- Technicians should treat customers like family.
- Peer correction among technicians enhances performance.
- Recognition and rewards motivate technicians.
- Transparency builds trust between managers and technicians.
- Understanding personal backgrounds helps in uplifting team members.
- A supportive environment fosters teamwork and growth.
- Good customer experiences lead to positive reviews.
- Service managers should be approachable and human.
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