LIP Service for Contractors

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LIP Service for Contractors is the Home Service Industry's podcast about Leadership, Innovation and People. Let's grow your business.

LIP Service for Contractors


    • Sep 9, 2022 LATEST EPISODE
    • every other week NEW EPISODES
    • 41m AVG DURATION
    • 69 EPISODES


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    Latest episodes from LIP Service for Contractors

    How to Deal with Customer Complaints 101

    Play Episode Listen Later Sep 9, 2022 39:32


    Welcome to another episode of Lip Service for Contractors. Customers can sometimes be wrong and sometimes right, regardless, customer complaints are a nightmare for any business. This is why we bring you this 101 guide to teach you exactly how to deal with customer complaints. Handling Customer Complaints Over the Phone Think about the customer journey and know why a customer is upset. They're not upset at you as the customer representative. Instead, they're upset about the situation.  When you get a complaint call, the first key is not to take it personally. They need a solution to their problem, so the best thing to do is to listen. They want to be heard and understood. Do not interrupt them because then, the situation escalates. Be present, be in the moment, ask great questions, and don't jump to conclusions.  Is the customer always right?  This is a debatable question. The truth is, the customer isn't always right. Sometimes, they make unreasonable complaints. It's wrong to say that customers are always right, but there's a better way around it. But when they're wrong, it's part of your task to turn them right. That's why it's critical to listen, care, and reassure.  Lack of Training Today, we don't only have customers who think they're always right, but we're also up with employees who lack the right training and often don't know what to do. It's a bad cycle that businesses have to break. Employees should have the tools and training to equip themselves with how to deal with difficult calls. Pick your battles Another good way of handling customer complaints and keeping them from escalating is to learn to pick your battles. You don't need to win every time because the customer might leave your store and make nasty comments and reviews online. Bad reps can cause you the business.  Check out these steps towards a better call experience.  First, pause, and don't let the angry caller affect you. Acknowledge and validate their concern. Positivity is contagious, so make it a goal to maintain your positivity.  Second, the listening principle can change your upset customer. It's essential to read the situation and hear their story.  Third, show personal interest and care about their concern.   Responding to complaints means that you show up, listen, and reassure them. This is how you create value. Some even go beyond and extend their services beyond office hours.  Resources Mentioned: https://www.growwithclover.com/ https://powersellingpros.com/  

    Building a Team - Hiring Your Opposite

    Play Episode Listen Later Sep 1, 2022 34:18


    The LIP Service crew talks about building a team. 

    The Blame Game

    Play Episode Listen Later Sep 1, 2022 41:05


    The LIP Service crew talks about the blame game

    Employee Transition

    Play Episode Listen Later Sep 1, 2022 45:28


    The LIP Service crew talks about employee's transitioning. 

    What To Do When Employees Leave

    Play Episode Listen Later Aug 11, 2022 40:43


    The LIP Service crew talks about what to do when your employees leave..

    Off Season

    Play Episode Listen Later Jul 28, 2022 45:08


    The LIP Service crew talks about how you can thrive during the off season. 

    Abundance vs Scarcity

    Play Episode Listen Later Jul 21, 2022 1:19


    The LIP Service crew talks about abundance vs scarcity

    Micromanagement

    Play Episode Listen Later Jul 14, 2022 46:09


    The LIP Service crew talk about micromanagement.

    Get Your Training Right! with Stephen Dale

    Play Episode Listen Later Jul 5, 2022 37:55


    The LIP Service Crew chat with Stephen Dale of Power Selling Pros about getting your company training programs right!

    4 Types of Employees in EVERY Company

    Play Episode Listen Later Jun 16, 2022 43:17


    The LIP Service crew discuss the four types of employees that work in every company...  Which on are you?

    Booked - Answering Service

    Play Episode Listen Later Jun 9, 2022 29:17


    The LIP Service team sits down with Booked, the night answering service, to learn more about what they offer and how they got here. 

    Transitioning Your Family Business with the Wilson Boys

    Play Episode Listen Later Jun 3, 2022 42:18


    The LIP Service Crew talked with the Wilson Boys about transitioning your family business. 

    In-House Training v. Outsourcing Training - Which Should YOU Do?

    Play Episode Listen Later May 26, 2022 35:04


    The LIP Service Crew, all of whom own TRAINING COMPANIES, discuss the brutal truth about outsourcing your training v. doing it in-house...

    Incentivize Your People with Mark Atherstone

    Play Episode Listen Later May 21, 2022 40:24


    The LIP Service for Contractors crew talks with Mark Artherstone of The Wrench Group to talk about tech training and incentivizing your people. 

    How to Approach Financing! - Guests from Service First Financial

    Play Episode Listen Later May 12, 2022 48:36


    The LIP Service Crew talk to the team at Service First Financial about how Contractors should approach financing.

    Mike Wilson from Any Hour Services - Building a Multi-Million Dollar Business

    Play Episode Listen Later May 3, 2022 49:52


    The LIP Service Crew talk with Mike from Any Hour Services about his amazing experience in the Trades...

    Direct Mail for Contractors (Yes, It Works!)

    Play Episode Listen Later Apr 18, 2022 47:27


    The LIP Service Crew chat with Andrew of Best PostCards on direct mail for Contractors.

    How to Interview A-Players

    Play Episode Listen Later Mar 24, 2022 41:54


    The LIP Service Crew makes it simple to interview for A-Players. 

    Lion Mentality

    Play Episode Listen Later Feb 28, 2022 33:44


    Do you have what it takes?

    The HR Guy - Structuring Your Pay Plans

    Play Episode Listen Later Feb 21, 2022 48:57


    The H.R. Guy sits down with the LIP Service team to talk about structuring your Home Service Business's pay plans.

    Our Predictions for Contractors in 2022

    Play Episode Listen Later Feb 14, 2022 38:24


    The LIP Service Crew predicts what will happen to the trades in 2022.

    Joe Crisara - Mindset for Contractors

    Play Episode Listen Later Feb 8, 2022 39:07


    Ready to hear the master of the Contractor Mindset reveal his secrets? Listen in...

    A Simple Secret to Standing Apart from Competition

    Play Episode Listen Later Jan 24, 2022 29:31


    Can it really be as simple as... IGNORING everyone else?

    Ellen Rohr - Building Wealth in the Trades

    Play Episode Listen Later Dec 17, 2021 55:40


    Ellen Rohr is a bestselling author, speaker and leader of the successful Zoom Drain franchises. If you want to learn how to build wealth in this industry, she's the person to learn from.

    What It's Like To Be Poor

    Play Episode Listen Later Dec 9, 2021 50:45


    Brigham & Laura have a deep conversation about what it's like to be poor...

    Pay Your Technicians by Hour or by Performance?

    Play Episode Listen Later Nov 18, 2021 43:43


    The LIP Service Crewdives into the heated topic of paying your Technicians by hour or by performance. 

    Rick Hutcherson - What a Good Comfort Consultant Looks Like

    Play Episode Listen Later Oct 28, 2021 47:50


    The LIP Service crew have a conversation with Rick Hutcherson about what makes a good comfort consultant. Rick Hutcherson is one of the most motivating speakers in the HVAC/plumbing industry. Rick makes learning exciting and gives real-time ideas, plans and tools to make game changing results immediately. You will leave motivated to change and implement what you have learned in your company, but best of all Rick gives you life changing ideas for personal growth. His Mountain Moving Attitude Training will change the way you see your world FOR LIFE!

    Seller Beware - How to Navigate Private Equity Groups

    Play Episode Listen Later Oct 21, 2021 33:31


    Private equity groups are purchasing HVAC and Plumbing Contractors all over the country - should you be on notice?

    Distributor Price Increases & Equipment Shortages

    Play Episode Listen Later Oct 14, 2021 38:50


    The LIP Service Crew explains how you should respond to distributor price increases and equipment shortages.

    How to Make Contracting More Fun

    Play Episode Listen Later Oct 7, 2021 37:28


    A topic almost NO ONE address in the Trades.

    "Deep Thinking Leadership"

    Play Episode Listen Later Sep 20, 2021 45:59


    Brigham & Laura dissect Brigham's "deep thinking" leadership style.

    Unfiltered Opinions on HVAC Leasing Programs

    Play Episode Listen Later Sep 3, 2021 37:16


    The LIP Service Crew give their honest, unfiltered opinions of HVAC leasing programs.

    How to BE DIFFERENT

    Play Episode Listen Later Aug 20, 2021 34:22


    Zac & Josh give an EPIC rift on being different in your contracting business.

    Work From Home or From the Office?

    Play Episode Listen Later Aug 9, 2021 38:15


    The $100 Million Contractor, The Confused Millennial and the rest of the LIP Service Crew debate working from home or from the office - and how.

    The Barriers to Growing Your Business

    Play Episode Listen Later Jul 27, 2021 40:53


    The LIP Service Crew helps you understand the barriers you'll face in growing your Service Business at ALL levels and how to overcome them.

    Technicians Doing Side Jobs

    Play Episode Listen Later Jul 8, 2021 31:36


    The LIP Service crew explore how to handle Technicians doing side jobs. 

    Our Biggest Business Mistakes

    Play Episode Listen Later Jul 1, 2021 40:30


    Listen in while the LIP Service Crew describe their biggest business blunders in more than ten years of experience.

    Customer Service Mindset

    Play Episode Listen Later Jun 25, 2021 38:35


    Brigham and Laura have a riveting conversation about the customer service mindset of today's successful contractors.

    The Contractor's Guide to Making Connections

    Play Episode Listen Later Jun 17, 2021 35:44


    Laura and Brigham explore how contractors can make the most of getting back to seeing people in-person at events and trade shows!

    The Dangers of "One-Man Armies"

    Play Episode Listen Later Jun 10, 2021 39:01


    The LIP Service crew warn of the perils of relying too heavily on just one man or woman to grow the business....

    Content Marketing for Contractors

    Play Episode Listen Later Jun 3, 2021 50:04


    Zac & Josh chat about how Home Service Contractors can use Content Marketing to grow their business. 

    How to Pay Yourself PROFIT FIRST

    Play Episode Listen Later May 27, 2021 37:05


    The LIP Service Crew explain how to make more profit, even if your revenue doesn't change.

    Finding What Works and What Doesn't For Your Unique Business

    Play Episode Listen Later May 24, 2021 35:54


    Finding what works and what doesn't in your business is difficult. But after you listen to this episode of LIP Service, you'll have a better understanding of how to test to find what works for you.

    4 Steps to Launch New Ideas

    Play Episode Listen Later May 14, 2021 42:23


    The LIP Service provide a super simple 4-part framework for how to launch new ideas in your business.

    The 20-Hour Work Week

    Play Episode Listen Later Apr 29, 2021 41:53


    When you learn the 20-hour work week method for outsourcing work (especially robotic, repeatable work) to lower-cost labor and technology, your business and life will change forever.

    The $150 Million Contractor Talks About Leadership

    Play Episode Listen Later Apr 26, 2021 39:21


    Josh Kelly, the $150 Million Contractor has a conversation with Zac, The Confused Millennial, about his leadership philosophy and style.

    How to Know If You Should Quit

    Play Episode Listen Later Apr 15, 2021 37:24


    The LIP Service Crew dive into the topic of QUITTING. How to know if it's right for you, how to move on, and more importantly, how to persevere.

    Held Hostage by Your Best Employees

    Play Episode Listen Later Apr 1, 2021 38:01


    Josh Kelly & Brigham Dickinson explain how to respond when it feels like your best people are holding your business hostage.

    Our Best Goal-Setting Methods

    Play Episode Listen Later Mar 17, 2021 50:07


    The LIP Service Crew go into detail about different methods you can use to set and achieve goals.

    The Real Job of a Business Owner

    Play Episode Listen Later Mar 10, 2021 52:25


    The LIP Service Crew go into detail about the REAL job of a business owner.

    How to Motivate Your Team

    Play Episode Listen Later Mar 3, 2021 42:43


    LIP Service Crew goes into detail on how to motivate YOUR team.

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