Podcasts about csrs

In this episode of Owned and Operated, we sit down with Brandon Schlicter—better known as Investment Joy—to uncover how a small-town Ohio entrepreneur built a multimillion-dollar business portfolio by mastering real estate, laundromats, car washes, and commercial roofing.Brandon shares how his upbringing on a farm and early family struggles forged his hustle mentality. After getting his start in logistics and real estate, a single viral laundromat video catapulted his online presence, opening doors to massive business opportunities. Now, with a powerful social media brand and diversified service operations, he reveals how to scale a business empire while staying grounded in family and personal values.This conversation explores Brandon's tactical acquisitions, mindset for growth, and how he's building a team and culture that supports big ambitions. He also offers candid advice for entrepreneurs navigating the early grind and looking to align business models with long-term vision.

In this episode of Owned and Operated, we shift focus to a critical yet often overlooked pillar of business success: leadership development and management training. With insights from Amir of Snowball Industries, we dig into how identifying and nurturing potential leaders is foundational to scaling tier two and tier three service businesses.The discussion explores the evolution from technical expertise to soft skills as the driving force behind effective leadership. We unpack the core values that matter most—empathy, urgency, financial intelligence, and humility—and how they shape team culture, performance, and long-term growth. John and Amir also examine structured training programs, peer learning opportunities, and practical management tools that enable owners and operators to build sustainable, high-performance teams.For anyone acquiring or operating in remote and niche sectors like HVAC or turf installation, this conversation delivers actionable insight into creating a leadership framework that fuels operational excellence and employee retention.

In this impromptu Zoom session, we dig into one of the most underrated performance boosters in the home service industry: the daily morning meeting. Discover why 10–15 minutes each morning can reduce turnover, improve communication, and create a magnetic company culture that attracts top talent. Learn practical steps for implementing these meetings, overcoming resistance from your team, and maximizing ROI. If you're tired of disengaged employees and inconsistent results, this is your blueprint for daily success.

Struggling to find great technicians or keep your best employees around? This episode is your playbook.We break down battle-tested recruiting strategies that helped scale real home service businesses—from plumbing and HVAC to general trades. You'll learn how to treat recruitment like a sales pipeline, maintain momentum year-round, and create a company culture that people want to be part of.This episode goes beyond theory. From incentive trips and performance bonuses to sharp branding, upgraded vehicles, and custom dashboards, you'll hear exactly how to build an environment that attracts and retains top-tier talent.

Curious how AI is transforming the way home service businesses handle customer calls and convert leads? In this episode of Owned and Operated, John sits down with Rafi, from Avoca—an innovative voice AI platform purpose-built for the trades. Together, they dive deep into how AI is reshaping call center operations, reducing reliance on human CSRs, and boosting conversion rates across the board.From 24/7 call answering to real-time customer interaction, Avoca is helping businesses from $2M to $100M scale more efficiently while cutting costs and minimizing lost leads. Rafi shares the strategy behind successful AI implementation, stressing the importance of starting small, refining workflows, and scaling with confidence.Plus, we explore other high-impact AI tools for home service businesses, like in-field technician coaching and automated dispatching—offering a glimpse into the future of operational excellence in the trades.

Want to grow and scale your plumbing business with proven strategies for sales, operations, and fulfillment? In this episode of Owned and Operated, we break down exactly how to build a successful plumbing company—from optimizing pricing structures and boosting conversion rates to training teams and improving customer experience. Hosts John Wilson and Jack Carr share their real-world experiences growing a profitable plumbing business, revealing hard-won lessons and key tactics that drive sustainable growth in the home service industry.Whether you're a plumbing business owner, contractor, or service entrepreneur, this episode is your go-to guide for mastering plumbing sales, improving operational efficiency, and setting up systems for long-term success. We cover essential topics like lead generation, sales funnels, service fulfillment, and the importance of dedicated sales and installation roles. Plus, we take you behind the scenes of our own journey—building a professional studio and reflecting on the realities of growing both a service business and a brand.

Episode Summary: Nobody teaches you this in vet school — how to train clients. In this episode, Dr. Armstrong and Phoebe dive deep into the unseen impact clients have on hospital culture, team wellbeing, and long-term sustainability. Together, they break down how to set — and stick to — boundaries that shape the clientele you want, reduce burnout, and foster a consistent, supportive environment for your team. From not giving out your personal number, to handling unrealistic expectations around call-backs and fear-free care, they share real examples and actionable strategies for both doctors and CSRs. Plus, they explore how standardizing boundaries across the doctor team protects your culture and makes your hospital a better place to work — and a better place to be a client. Topics Covered: Why boundaries should be part of orientation (for staff and clients) The danger of inconsistency between team members What makes an “ideal client” (and how to attract more of them) Real conversations that build trust — and when to let a client go How boundary-setting reduces burnout and boosts work-life balance Mentioned in this episode: Our upcoming “DVM Off Script” series debuting in two weeks with Dr. Cindy Trice!  Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com  Follow for more:  FB: https://www.facebook.com/profile.php?id=61556480229406&mibextid=LQQJ4d  IG: https://www.instagram.com/choosepeoplelovepets?igsh=MTVzZjc4ZHE4MWd2NQ%3D%3D&utm_source=qr  LI: https://www.linkedin.com/company/choose-people-love-pets/ 

Stroke rehab is an area where we have some of the most abundant research to draw on as occupational therapists. But, this can also make it feel difficult to synthesize it all into the right actions steps for your clients. In this Ask Me Anything style episode, we will be answering your questions on chronic stroke assessment, goal-setting and treatment. We'll have a full clinical decision support for you reference during the episode, and then plan to keep it up to date. Our guest Christopher Gaskins, PhD, OTR/L, CSRS is uniquely poised to tackle this topic. Not only has he worked at Walter Reed as a neuro OT, run his one neuro private practice, and consulted with US military as a health consultant. He has also has a particular interest in mental workload…both in understanding what our patients can take on…but also how to ease your mental workload as a therapist as you tackle this complex topic. You can find more details on this course here:https://otpotential.com/ceu-podcast-courses/pediatric-sleep-and-otSupport the show

Most home service businesses are losing money in the one place they least expect it—their call center. Brigham Dickinson reveals how industry leaders like Tommy Mello use proven CSR training strategies to hit 90%+ booking rates and generate millions without spending more on leads. Learn how to turn your CSR team into a leadership pipeline, create a culture that drives results, and transform your call center into the most profitable department in your business. Hosted by Chad Peterman on Can't Stop the Growth—a podcast built for leaders in HVAC, plumbing, electrical, and other home service industries who want to lead better, grow faster, and build lasting impact through people-first leadership and proven business strategies. Want the Happy Call Script mentioned in the episode? Text the word HAPPY to 385-247-3714 to get it now. Additional Resources: Brigham on LinkedIn Power Selling Pros Website Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: Your call center has untapped profit potential. When properly trained, CSRs can dramatically boost booking rates and drive top-line revenue. Hitting 90% booking rate on bookable calls should be the standard. Every percentage point below that is costing real dollars. Your CSR team can be a leadership pipeline. With the right culture and coaching, the call center becomes a place where future leaders emerge. Flat compensation beats percentage-based incentives. A clear, daily dollar amount per membership or upsell keeps CSRs motivated and focused. AI has value, but it can't replace human connection. Use it for support, but don't let it take over the customer experience unless you want to risk sameness.

Send us a textShow Notes:Does the way your CSRs answer the phone, communicate with & onboard your customers seem to be inconsistent?Are the visual cues in your production areas as clear & concise as what you would find in a hospital ER or industrial plant? Are your Google or CSI reviews suffering due to delayed deliveries, poor communications or inconsistent quality?  The problem is simply the lack of Standard Operating Procedures (SOPs). This episode unravels the critical role of SOPs in shaping up your business, impacting everyone from your technicians to your most valuable asset - your customers. Discover the massive difference standard procedures can make in controlling the quality in your repairs and how this minor, yet significant change can reap major benefits. But it's not just about your collision repair business. SOPs are a game-changer across industries, from small enterprises to corporate juggernauts. Get practical insights on how to create and implement effective, easily understood SOPs that can streamline your operations and elevate customer satisfaction. This week, I'm re-sharing a ton of resources, tips, and methods, from an earlier episode, to get your SOPs up and running. And most importantly, learn why it's essential to have your employees on board with your SOPs from the outset.Let's switch gears and drive your business to its full potential. Grab pen & paper and take some notes... you're NOT going to want to miss this episode!Sign up for FREE to my "Quote of the Day" below: https://tinyurl.com/fv5xr68hSupport the showJoin our Mind Wrench mailing list!

Nominate your veterinary hero here today! Veterinary Medicine was a 2nd career for Jill Clark, DVM, who had a successful 17-year career as an Assistant Director in film and television production that followed her early start in that profession as a child actor. Looking for a change, she was accepted into veterinary school and graduated from Oklahoma State University with her DVM ('96). Clark practiced medicine in a 6-doctor practice as an associate and then Medical Director of a satellite practice for 10 years before joining a group of 8 hospitals that grew to 80, National PetCare Centers, eventually taking on the Vice President of Operations role. Next up, she served 12 years with VCA in hospital operations, managing 22 General and Specialty Practices, and then as a vice president at the VCA home office in Los Angeles, overseeing VCA's doctor recruiting team, campus relationships, and intern/resident placement. In 2010, she was responsible for creating VCA's award-winning corporate university, WOOF-U, which trained and developed over 24,000 veterinary learners and is still VCA's primary training vehicle today. Clark founded IGNITE Veterinary Solutions in 2016 with the singular goal of elevating the role-specific knowledge and capabilities of veterinary teams to enhance their well-being and the well-being of the patients and clients they serve. Her passion for the underserved learners in our profession is obvious in IGNITE's focus on CSRs and their advancement. Clark and her co-author, Kristi Fisher, CVT, created the Veterinary Receptionist Certificate of Excellence (VRCE), which has made a material difference in the lives of more than 5,000 CSRs and growing. Her passion for elevating CSRs to a new level led her to create the non-profit North American Association of Veterinary Receptionists (NAAVR) in 2024 with Debbie Boone, CVPM, and Rhonda Bell, CVPM, PCM, CDMP. This association advocates for CSRs, normalizes and creates continuing CSR education tracks at state and national conferences, and provides the tools necessary for CSRs to thrive in their role. Her nearly 30-year career in veterinary medicine has been dedicated to constantly improving veterinary outcomes and operations. It has created many opportunities for the professional growth of the incredible people who make up our profession. Clark's other passions are showing American Quarter Horses and spending time with the love of her life and fellow veterinarian Bob Murtaugh, DVM, MS, and their 7 dogs, 9 horses, 4 cats, 4 goats, 4 mini-Belted Galloway cows, and 4 chickens on their ranch outside of Austin, Texas.

Stop missing the calls that fill your board. In this episode of Can't Stop the Growth, Chad Peterman is joined by Brad Scruggs, President and CMO of ZyraTalk, to talk about a simple but powerful idea: when you stop missing calls, you stop losing jobs. Brad breaks down how HVAC and plumbing businesses are using AI-powered customer service representatives (CSRs) to capture more leads, reduce missed calls, and grow without hiring more people. Whether it's after-hours coverage, overflow, or lead aggregator response times—AI is helping high-growth companies optimize their call centers and maximize every opportunity. This episode is packed with tactical insights for leaders serious about growing their home service business. If you're focused on building a culture of excellence, booking more jobs, and staying ahead of the curve—this conversation is for you. Watch now to see how top operators are filling the board faster, without relying on more ads or more staff. Additional Resources: Brad on LinkedIn Learn more about ZyraTalk Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: Most service businesses miss 15–35% of their inbound calls. That's real money walking away. AI-powered CSRs can respond instantly—nights, weekends, and during peak hours. Use AI to handle simple requests and free up live reps for high-value leads. Integration is simple, with many teams live within two weeks. Real-time data allows for continuous CSR coaching and improved conversion rates. Speed-to-lead with aggregators like Angi, Thumbtack, and Modernize is crucial—AI helps you get there faster. Many companies use AI as overflow backup, while others have made it their front line. Growth doesn't have to mean more leads—it starts with booking the ones you already have.

We all know rehab is not accessible to everyone who needs it after a neurologic injury. There are a number of reasons why, and, fortunately, there are also people looking to solve that problem. On today's show we interviewed Amy Rohe, MS, OTR/L, CSRS, ATP who works for Neurofenix, a company that is transforming neurological rehabilitation with its innovative virtual therapy platform. The primary tool used by the OTs of Neurofenix is the NeuroBall, an FDA-approved device, that offers patients engaging, data-driven occupational therapy from the comfort of their homes. This model of delivery is really unique and interesting for clinicians and innovators in the healthcare space! The approach addresses critical gaps in traditional rehabilitation by providing accessible, consistent therapy for patients with neurological conditions, particularly stroke survivors. With over 90% patient adherence and plans for expansion, Neurofenix represents the future of technology-driven rehabilitation. Learn more about Neurofenix at https://www.neurofenix.com/   www.linkedin.com/company/neurofenix IG @neurofenix Reach out at: therapists@neurofenix.com

Ready to turn your phone into a lead-converting machine?

What if you had a CSR who could answer after-hours calls, schedule service and respond to questions 24/7/365? On this episode, Ka Tsu of Avoca AI joins Dan and Donnie to discuss an AI call center and customer service platform. Tune in to hear a Q&A about the benefits and challenges of implementing AI CSRs in pest control.   Guest: Ka Tsu, Sales & Partnership Lead, Avoca AI   Hosts:  Dan Gordon, PCO Bookkeepers & M&A Specialists Donnie Shelton, Triangle Home Services

Thinking about buying a roofing company or scaling your home service business? John and Jack almost bought a roofing business—but after a deep dive into the financials and seller materials, they walked away. In this episode, they reveal why the deal didn't work, the red flags in roofing business listings, and what you should know before buying or building a home service company.From key takeaways at HoldCo Comp to real estate agent business models, and from leveraging tools like Hatch for outbound sales to analyzing the true value of niche service companies—this episode is packed with actionable business advice.If you're in roofing, HVAC, plumbing, electrical, or any home service niche, and you're exploring acquisitions, growth strategy, or operational efficiency, this is a must-watch.

As the busy summer season approaches, scaling your home service business requires the right strategy. In this episode, we break down how to set and achieve ambitious revenue goals, optimize operations, and staff up for success. From improving workflows to leveraging AI and overseas labor, we're sharing the growth strategies you need to scale efficiently without skyrocketing overhead costs.

Think your customer service reps are “just answering phones”? Think again. In this game-changing episode of Can't Stop the Growth, Chad Peterman sits down with Liz Patel, Manager of Customer Service Coaching at Ryno Strategic Solutions, to reveal how your call center can drive explosive growth—without spending a dollar more on marketing. From handling pricing objections like a pro to converting one call into multiple booked jobs, Liz shares real strategies that HVAC, plumbing, and electrical companies can implement immediately to boost booking rates, improve customer experience, and create lifelong customers.

Jackson is back on the air this week with Drew as they answer questions regarding social security, taxes, MD tax proposals, CSRS pensions, and more! Download and enjoy!  

Send us a textWe're sipping some lemonade with the fabulous ladies from CSR Academy! In this episode, you'll discover the profound impact of customer service representatives (CSRs) on business success. We delve into training strategies, systems, and mindsets that can shift the trajectory of your company.- Explore the essential role of CSRs - Discuss the importance of training and leadership - Emphasize hiring for attitude over skills - Share successful systems for CSR processes - Highlight the integration of technology in customer service - Foster a positive culture for CSRs - Examine the significance of attitude and mindset - Call for investment in customer service teams Don't miss our exciting announcement about the CSR Academy's upcoming training event! If you enjoyed this chat From the Yellow Chair, consider joining our newsletter, "Let's Sip Some Lemonade," where you can receive exclusive interviews, our bank of helpful downloadables, and updates on upcoming content. Please consider following and drop a review below if you enjoyed this episode. Be sure to check out our social media pages on Facebook and Instagram. Interested in being a guest on our show? Fill out this form! We'll see you next time, Lemon Heads!

Jamie Smith, VP of Marketing at Modernize, joins us to break down the secret to finding the best leads for your home service business.We tackle the big question: Are lead aggregators worth it? Jamie explains why Modernize isn't just another lead aggregator but a smarter way to generate high-quality leads using data-driven strategies.If you want to stop wasting money on bad leads and start closing more jobs, this episode is for you.Special Thanks to ModernizeWe've been using Modernize them for our water quality leads, and it's been smooth sailing from day one.  If you're serious about boosting your leads, definitely check them out: https://modernize.com/pros/leads?utm_campaign=owned-podcastShoutout to Quick Staffers LLCQuick Staffers are the staffing agency bringing global talent to the HVAC and plumbing industries. They specialize in placing trained overseas CSRs, fully equipped with the best SOPs and scripts at a fraction of the cost.Don't miss out. Get $1000 off your first placement here: https://docs.google.com/forms/d/e/1FAIpQLSc16JbSEqySXdOFuFm8JIzPIEgE7AOvBp9NxlLi4ypeGpZ8gQ/viewformEpisode Hosts:

In this episode CEO of Moss Heating and Cooling Kelly Roberts, shares her journey from college dropout to C-Suite member in a fast-growing HVAC company.Kelly talks about the challenges of shifting to high-end residential new construction, navigating financial setbacks, and scaling from $7 million to $15 million in just one year. This episode is packed with real-world insights on leadership and growth you won't want to miss.Special Thanks to ModernizeWe've been using Modernize them for our water quality leads, and it's been smooth sailing from day one.  If you're serious about boosting your leads, definitely check them out: https://modernize.com/pros/leads?utm_campaign=owned-podcastShoutout to Quick Staffers LLCQuick Staffers are the staffing agency bringing global talent to the HVAC and plumbing industries. They specialize in placing trained overseas CSRs, fully equipped with the best SOPs and scripts at a fraction of the cost.Don't miss out. Get $1000 off your first placement here: https://docs.google.com/forms/d/e/1FAIpQLSc16JbSEqySXdOFuFm8JIzPIEgE7AOvBp9NxlLi4ypeGpZ8gQ/viewformEpisode Hosts:

In this episode, Jake Cronin, CEO of Siro, delves into the intricacies of modern sales coaching utilizing advanced AI technologies. From his transformative experiences on the sales floor to building Siro, Cronin shares invaluable insights on leveraging data to enhance sales performance and process adherence. Jake highlights the pivotal role of AI in capturing and analyzing in-person sales interactions, offering a comprehensive look at Siro's evolution, upcoming innovations, and the profound impact on sales training. This episode is packed with insights you won't get anywhere else.Special Thanks to Service ScalersService Scalers have helped us to deliver the leads we need to scale Wilson, and their expertise in SEO, PPC, LSA, and GMB marketing has been a game-changer.Last year their partnership helped us achieve 46% year-over-year growth and this year is going to be even bigger. If you're in the trades and serious about growth, I can't recommend them enough. Check out Service ScalersShoutout to Quick Staffers LLCQuick Staffers are the staffing agency bringing global talent to the HVAC and plumbing industries. They specialize in placing trained overseas CSRs, fully equipped with the best SOPs and scripts at a fraction of the cost.Don't miss out. Get $1000 off your first placement here.Episode Hosts:

In this episode of Insurance Town, host Heath Shearon sits down with Brenden Corr to catch up on life, career changes, and the powerful work he's doing with Project 55—a mental health initiative focused on supporting employees in the insurance industry.Brenden shares insights into his transition from Lost Run Pro, the importance of prioritizing family, and his passion for mental health advocacy in the workplace. The conversation takes a deep dive into how mental health affects insurance professionals, especially during challenging market conditions.Key Takeaways:Life Updates from Brenden Corr – Moving from Lost Run Pro and what's next.The Reality of Small-Town Montana – Why locals have mixed feelings about Yellowstone.Understanding Project 55 – A movement aimed at providing free mental health resources to insurance professionals.Workplace Mental Health Awareness – Why leaders need training to support their teams effectively.The Hard Market's Mental Toll – How insurance agents, CSRs, and account managers can manage stress.Breaking the Stigma – Heath and Brenden discuss generational shifts in mental health conversations.About Project 55Project 55 is designed to bridge the gap between mental health struggles and access to help, offering:Free resources for mental health education.A community forum for peer support.A first responder training program for agency leaders to better support employees.Check it out: Project55.orgFinal ThoughtsMental health isn't a weakness, and you're not alone. Whether you're struggling with tough client conversations, workplace stress, or personal challenges, help is available.

In episode 121 of The Federal Retirement Show, Val stresses the importance of going back to the fundamentals pertaining to your retirement. He breaks down key concepts like the FERS and CSRS systems, TSP, and the nuances of your pension, and you’ll learn how to navigate the often-complex world of federal benefits, along with tips on making the most of your retirement planning. Don’t miss this episode if you’re looking to secure your financial future as a federal employee. Make sure to subscribe to The Federal Retirement Show for more episodes and leave us a review! Have questions about retirement planning or other financial topics? Connect with Val and the topic could be featured in future episodes! Don't forget to leave a review and share this podcast with anyone looking to boost their financial knowledge. --- Listen to Previous Episodes: https://federalretirementshow.com/podcasts/ Subscribe to the show’s YouTube channel:www.youtube.com/@americanbenefitsexchange --- Listen to Previous Episodes: https://federalretirementshow.com/podcasts/ Subscribe to the show’s YouTube channel:www.youtube.com/@americanbenefitsexchange --- Connect with Val:Phone --- (512) 582-6050Email --- vmajewski@thinkabx.comAmerican Benefits Exchange --- thinkabx.comFederal Retirement Show --- federalretirementshow.com/podcastsLinkedin --- https://www.linkedin.com/company/american-benefits-exchange/ --- About American Benefits Exchange:American Benefits Exchange focuses on providing solid financial solutions to Federal, postal, and state employees as well as members of the United States Armed Forces and small businesses. American Benefits Exchange brings years of experience and knowledge to support these niche markets. American Benefits Exchange, along with its provider companies, truly understands the needs of civil service employees. A portfolio of products is available to address important financial issues such as planning for retirement, FEGLI Option B replacement, Thrift Savings Plan Rollovers, and Pension Maximization.See omnystudio.com/listener for privacy information.

In this episode of The Successful Contractor, host Bob Houchin interviews Sonya Fryar and Missy Jones of CertainPath about how to build and manage a thriving call center. These two industry experts share their best-kept secrets for creating a positive call center culture, hiring the right team members, and tackling the biggest challenges head-on. Whether you're a small business owner just starting out or managing a growing team, this episode is packed with actionable advice and inspiring stories you don't want to miss! Highlights from the episode include:·        Creative ways to avoid burnout and keep your call center staff engaged, including themed office events like ‘Talk Like a Pirate Day.'·        The 6 most common problems call centers face—and how to fix them.·        What makes a great dispatcher: The must-have traits that can turn chaos into order.·        How to motivate your team with fun incentives like “$2 Tuesdays” and treasure chests of rewards.·        Tips for successful outbound calling—and why it's a must-have for modern contractors.·        How to hire and train the right CSRs to ensure stellar customer service and high booking rates.·        When to hire a dedicated call center manager—and the qualities to look for in this crucial role.·        The power of technical training for CSRs and dispatchers—and how it can set your business apart.·        Why tracking call center KPIs is key to long-term success.·        Real-life stories of contractors who transformed their businesses through CertainPath's coaching. Sonya and Missy also open up about their personal journeys in the trades and how they found their calling at CertainPath, where they help contractors succeed every day. Their passion for the industry and genuine care for people shines in every moment of this conversation. This is more than just a podcast episode—it's a blueprint for running a high-performing call center that boosts your business and changes lives. Don't miss it! Watch the full episode now on The Successful Contractor YouTube channel!" Show NotesThe Successful Contractor Podcast is a part of the CertainPath family.  CertainPath builds successful home service businesses—and has for 25 years.  We do it by providing contractors with a proven path to success, professional coaching, software solutions, and a member community of 1,100+ strong. Doubling your sales, with a 20% net profit, and an inspiring company culture is ALL possible.  Let us show you the way. With CertainPath, Success is Made Certain. Visit www.mycertainpath.com for more information.  FOLLOW CERTAINPATH:Facebook: https://www.facebook.com/CertainPathLinkedin: https://www.linkedin.com/company/certainpathInstagram: https://www.instagram.com/certainpath/

Welcome to the 9Innings Podcast where we Educate, Empower and Engage. ON THIS WEEKS PODCAST: Kevin discusses the challenges faced by government employees due to a recent executive order requiring them to return to in-office work or resign with an eight-month severance package. He explores the feelings of disrespect and uncertainty among employees, the financial implications of their decisions, and the importance of strategic planning. Kevin emphasizes understanding retirement options under FERS and CSRS and encourages seeking personalized financial guidance. The episode aims to educate and empower government employees during this challenging time.Government Employees' Dilemma (00:01:11) Executive Order Implications (00:02:45) Understanding Your Options (00:04:08) Financial Systems Explained (00:06:50) Maximizing Retirement Benefits (00:09:06) Call to Action for Financial Planning (00:11:40) Conclusion and Reflection (00:12:57)Website: http://www.9icapitalgroup.com NEWSLETTER (WHAT NOW): https://substack.com/@9icapital?r=2eig6s&utm_campaign=profile&utm_medium=profile-page Follow Us: youtube: / @9icap Linkedin: / kevin-thompson-ricp%c2%ae-cfp%c2%ae-74964428 facebook: / mlb2cfp Buy MLB2CFP Here: https://www.amazon.com/MLB-CFP%C2%AE-90-Feet-Counting-ebook/dp/B0BLJPYNS4 Book Meeting: https://outlook.office365.com/book/G12473568acb64f719ff3e79cfc9d55ed@NETORGFT11398641.onmicrosoft.com/ Hit the subscribe button to get new content notifications Corrections: Editing by http:/SwoleNerdProductions.com

In this episode, we're diving straight into what really matters in 2025—your brand. If your branding isn't sharp and your marketing isn't hitting hard, you're already behind. John and Jack talk about why it's non-negotiable to nail your brand this year and how it ties directly to dominating your market.We walk you through how to set smart revenue goals and hit your targets. We also break down the benchmarks every HVAC, electric, and plumbing business needs to aim for, and why quarterly reviews are your key to staying on track.We'll also get into the real stuff: beating your competition, owning your zip codes, and why GMB and LSAs are still the power plays you need to leverage in 2025.Key Highlights: Budgeting and revenue goals for 2025Benchmarking for HVAC, electric and plumbingDominating zip codesBranding and marketing in 2025Special Thanks to Service ScalersService Scalers have helped us to deliver the leads we need to scale Wilson, and their expertise in SEO, PPC, LSA, and GMB marketing has been a game-changer.Last year their partnership helped us achieve 46% year-over-year growth and this year is going to be even bigger. If you're in the trades and serious about growth, I can't recommend them enough. Check out Service ScalersShoutout to Quick Staffers LLCQuick Staffers are the staffing agency bringing global talent to the HVAC and plumbing industries. They specialize in placing trained overseas CSRs, fully equipped with the best SOPs and scripts at a fraction of the cost.Don't miss out. Get $1000 off your first placement here.Contact Owned and Operated: info@ownedandoperated.com Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

In this episode, we get real about how to master your service truck inventory and purchasing. We'll cover how to cut costs for your business, avoid common mistakes, and streamline your operations with a solid PO system, VMI (Vendor Managed Inventory), and stronger vendor relationships. Oh, and don't miss our tips on using mobile truck setups to streamline operations. Plus, get practical advice on negotiating with vendors and keeping your inventory in check to save you big bucks.Shoutout to Quick Staffers LLC Quick Staffers are the staffing agency bringing global talent to the HVAC and plumbing industries. They specialize in placing trained overseas CSRs, fully equipped with the best SOPs and scripts at a fraction of the cost. Don't miss out—Get $1000 off your first placement here: Special Thanks to AvocaLooking to train your call center and improve technician performance? Avoca AI is here to help your team identify existing issues, improve call quality, and drive results from start to finish. Click here to schedule your demo today.Contact Owned and Operated: info@ownedandoperated.com Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Host Polly Swingle is joined by Gabrielle Tremp, MS, OTRL, and Dr. Elizabeth Osantowski, PT, DPT, CSRS, to discuss the latest evidence and research to treating individuals with upper extremity impairments following a stroke. Listen in to hear about what to expect following a stroke as it relates to the upper extremities, as well as the latest evidence-based practice to maximize recovery and function.Gabrielle Tremp, MS, OTRL, is a licensed Occupational Therapist with a Master's degree from Western Michigan University. With three years of experience in the field, she has spent the last 2.5 years at TRP, where she specializes in neurorehabilitation, including The Recovery Project's Concentrated Stroke Rehab Program. Gabrielle also works in acute care on the orthopedic and trauma unit. Outside of her OT role, she has a passion for dance and teaches both traditional and adaptive dance. Recently, she launched the "Together in Motion" adaptive dance class at The Recovery Project. Gabrielle is especially passionate about working with clients facing neurological challenges, particularly those with spinal cord injuries, stroke, and Parkinson's disease.Dr. Elizabeth Osantowski, PT, DPT, CSRS, is a dedicated physical therapist at The Recovery Project, specializing in neurological rehabilitation. She earned her Doctorate in Physical Therapy from Central Michigan University in 2021 and has since focused her career on treating neurological diseases and disorders. Elizabeth is a Certified Stroke Rehabilitation Specialist and an integral part of the Concentrated Stroke Rehab program at The Recovery Project. Additionally, she is a certified PWR! Moves Therapist. Since joining the team in 2023, Elizabeth has developed a strong passion for treating patients who have had a stroke and people with Parkinson's disease, continually advancing her expertise in these areas.Learn more about The Recovery Project! View our website at www.therecoveryproject.net Call us 855-877-1944 to become a patient Follow us on Instagram Like us on Facebook Thanks for listening!

Taproom #48.  How is January almost over?  We recap our January episodes with Kelly and Juliann.  One thing that got brought up was CE for CSRs.  Does your hospital provide CE for your CSRs?  They should!  Lots of great episodes in the works for the next couple months, tune in for a teaser!    

In this engaging episode of Agency Launch, Matt Dietz sits down with Keith Collins II to explore the journey and insights of becoming a district manager (DM) in the insurance industry. Keith shares his path from a small-town beginning in Stillwater, New York, to his current role as a DM, highlighting the pivotal moments and mentors that shaped his career. Keith discusses the influence of exceptional leaders like Matt Wolk and Mark Lee, who instilled in him the importance of high expectations and people-centric leadership. He emphasizes the value of networking and creating a supportive infrastructure for agents, aiming to transform the "business in a box" approach into a structured and personalized system. The conversation delves into the significance of setting high standards, the art of collaboration within a district, and the transition from being an agent to an agency owner. Keith offers practical advice on lead generation, staffing, and the evolving role of CSRs, highlighting the necessity of adapting to industry changes and fostering a culture of continuous improvement. For insurance professionals seeking to enhance their agency operations and leadership skills, this episode provides valuable insights into building successful teams, setting achievable goals, and navigating the challenges of the insurance landscape. Keith's experiences and strategies offer a roadmap for aspiring district managers and agency owners alike. Text "free" to 208-213-8809 to receive a curated resource bundle packed with valuable tools, including links to industry leaders, YouTube channels, podcasts, and downloadable assets designed to help you excel in marketing, sales, and more. Show notes created by https://headliner.app ---

Join the Waste No Day! Facebook group: https://bit.ly/3xbqEj0 Follow Waste No Day on YouTube: https://bit.ly/3xlDLhD Brigham Dickinson is the President of Power Selling Pros and founder of the Power Certification Program. Since 2009, Brigham has focused on helping call handlers convert calls into bookings and create outstanding customer experiences. The Power Certification Program partners with contractors across the U.S., Canada, and Australia, certifying CSRs to deliver world-class service while achieving an 85% booking rate. In this episode, we talked about CSR call performance, selling service agreements, technician soft skills...

Certified Financial Planner Joshua Barbin delves into the complexities of the Federal Employees Retirement System (FERS) and the Thrift Savings Plan (TSP). He explains how filing for benefits early while still earning income can reduce pension annuities and highlights the transition from the older CSRS system to FERS. Justin covers the importance of disciplined investment strategies within the TSP and outlines the advantages of federal health insurance for retirees, emphasizing the five-year rule and the comprehensive coverage it offers. Ready to discuss your retirement plan? Visit TheRetirementKey.com today and get a free copy of Abe's book The Retirement Mountain: The 7 Steps To A Long-Lasting Retirement when you schedule an appointment!See omnystudio.com/listener for privacy information.

In this episode of the HVAC Uncensored Podcast, Gil talks with Brigham Dickinson from Power Selling Pros. It's been a good while since he's been on the show, and I can't wait to catch up with him. Brigham is such a good guy, and what he and the team are doing over at Power Selling Pros is pretty amazing. I can't wait to see what new stuff is going on!! Brigham and his team have changed the game regarding CSRs and how they can drive a company with game-changing results. Also, it helps the field techs with better calls and happier customers. Lastly, these CSRs can make real money if they are driven. You don't want to miss this one.   Check out Power Selling Pros @ https://powersellingpros.com/   =====Don't Forget To Follow The Podcast On Social Media To Stay Up To Date=======        The easiest way to find all links go to https://www.hvacuncensored.com or go to https://www.poplme.co/hvacuncensored     *****Please Show Some Love To The Amazing Show Sponsors/Partners*******       YELLOW JACKET    https://www.yellowjacket.com    COMPANYCAM   https://www.companycam.com/hvacuncensored   GET A FREE 14-DAY TRIAL THEN 50% OFF YOUR FIRST 2 MONTHS    HVAC TACTICAL    https://www.hvactactical.com   USE DISCOUNT CODE (HVACUNCENSORED) & SAVE 20% ON YOUR ORDER   HOUSECALL PRO   https://www.housecallpro.com/hvac-uncensored/   VETO PRO PAC   https://www.vetopropac.com/    HOMEPROS   https://www.readhomepros.com   CAMEL CITY MILL    https://www.camelcitymill.com/UNCENSORED10   USE DISCOUNT CODE (UNCENSORED10) & SAVE 10% ON YOUR ORDER   LOKAL   https://www.lokalhq.com                               FIND ALL HVAC UNCENSORED MERCH AT https://www.hvacuncensored.com/

Are federal employees working longer than they need to? Are they working for “free” and not realizing it? Katherine Groce and Sam Nash discuss the benefits federal workers need to understand when they are saving and planning for retirement. They also share a story regarding a husband that unknowingly left his wife unprotected when choosing between his pension options. Katherine and Sam also discuss common pitfalls and concerns people have when they are making the transition into retirement. Want to begin building your retirement plan? Schedule a call with us here:

In this episode of the Power Producers podcast, David Carothers speaks with Richard Stamets, Chief Commercial Officer of BluePond AI, about the transformative role of generative AI in commercial insurance. They discuss BluePond's AI-driven solution, the Broker Co-Pilot, which has been designed specifically for insurance with functionalities for policy checking, quote comparison, underwriting submission ingestion, and claims ingestion. Richard shares insights into how BluePond's generative AI technology not only automates and improves accuracy in policy comparison but also assists brokers by identifying selling behaviors and enhancing operational efficiency.  Key Points: Generative AI Explained: Large language models (LLMs) like BluePond's AI go beyond simple data processing, understanding and generating complex insurance language. Enhanced Productivity: Automating policy reviews and comparisons means less time on tedious tasks, freeing brokers and CSRs to engage in more valuable work. Adoption and Change: While AI adoption has been slow due to industry hesitance, the technology is here to stay, much like the evolution of the internet. Agencies embracing it early will be positioned for long-term success. Collaboration Over Competition: New tech fosters collaboration among different firms, creating stronger, comprehensive solutions for brokers. Connect with: ·       David Carothers LinkedIn ·       Richard Stamets LinkedIn ·       Kyle Houck LinkedIn Visit Websites: ·       Power Producer Base Camp ·       BluePond AI ·       Killing Commercial ·       Crushing Content ·       Power Producers Podcast ·       Policytee ·       The Dirty 130 ·       The Extra 2 Minutes

"Yes, my name is Marty. I like to know about FERS, if there is a maximum amount of years that I can work and then it is no longer counted towards my retirement calculation. For instance, if I was on the Csrs, I believe the cut off is like 42 years. Is it the same for first? Thank you." - Martha https://zurl.co/1gJ9

BlueCollar.CEO –Brigham Dickinson is the Founder and President of Power Selling Pros, a leader in customer service and call handler training. As a CSR coach, he has coached over 900 CSRs in the US, Canada, and Australia. Brigham is also the author of Pattern for Excellence, Something to Give, and Patterned after Excellence.In this episode, Ryan and Brigham discuss CSR coaching and training, including why you shouldn't give your CSR team sloppy seconds on bagels.Blue Collar CEO is a podcast that is all about helping you build a better, more profitable, more sustainable & kick-ass home service business. Join Levergy® CEO Ryan Redding each week who will be joined by industry experts who will break down their success stories and give their best-kept secrets for industry domination. You do not want to miss it! Learn more at https://www.bluecollar.ceo/, or https://www.levergy.io.

Send us a textEpisode Notes:Ever wondered why a visit to a collision repair shop can feel as confusing as a trip to the doctor? Are you ready to uncover the secret to exceptional customer service? Tune in this week, as I reshare an earlier episode, where we unravel the mystery behind customer service in the aftermath of an accident. I reveal how your collision repair shop staff, from CSRs to estimators, can transform a frustrating experience into a seamless journey. We'll highlight the commonalities between the medical and auto and collision repair industries, and how small adjustments can make a world of difference in providing a positive customer experience. Discover the art of clear and compassionate communication and learn how these professionals can turn confusion into clarity, building trust and loyalty along the way.  We dive into a world where effective communication reigns supreme, not just in collision repair but the medical field as well. Explore the emotional rollercoaster faced by customers in these industries and the vital role of acknowledgment, understanding, transparency, and caring... meeting their emotional needs, service providers can create a lasting positive impression, converting potential frustrations into opportunities for exceptional customer service. Whether you're in the auto repair business or another service field, the strategies shared in this episode promise to enhance your customer interactions and leave a lasting impact!  Sign up for FREE to my "Quote of the Day" below: https://tinyurl.com/fv5xr68hSupport the showJoin our Mind Wrench mailing list!

The Federal retirement tsunami so many so called experts warned us about over the last two decades never materialized. In fact, federal employees are working longer into their 60s. In this week's federal report, Federal News Network's executive editor Jason Miller takes another dive into the data to explore the current trends in retirement and how many CSRS employees are left in government. Jason joins me now to discuss. Learn more about your ad choices. Visit podcastchoices.com/adchoices

Shane and Tonya discuss the introduction of a new CSR role in Integra's retail agency, and how this three-layered structure can help agencies of all sizes grow more efficiently, improve client retention, and empower your team to focus on what they do best. IA Forward to can help you take your agency from good to great. Learn more at iaforward.com, and follow IA Forward on LinkedIn, Facebook, and Instagram.

Unlock the secrets to elevating your customer service game with insights from Michelle Myers, founder of Pink Callers. Michelle joins us to discuss her innovative approach to providing remote Customer Service Representatives (CSRs), dispatchers, and call center managers. By offering specialized training and robust community support, Michelle's team ensures that CSRs are well-prepared to improve customer experiences, ultimately allowing business owners to focus on what they do best.Relinquishing control can be a significant stress reliever, both personally and professionally. In this episode, we explore the importance of establishing effective business processes and share personal stories of overcoming challenges, including my journey to recovery from alcoholism. Michelle and I delve into how aligning employees' strengths with their roles and embracing personal hobbies, like gardening, can lead to substantial growth and well-being in both business and life.From organizing the largest Christmas parade on the East Coast to navigating the complexities of starting a business during an economic downturn, this episode is packed with valuable lessons on leadership, resilience, and adaptability. Listen as we discuss the entrepreneurial balancing act, the nuances of managing remote CSRs, and the importance of maintaining a strong virtual culture. Don't miss out on these actionable insights for transforming your customer service and leading your business to success.http://linkedin.com/in/michellelmyers Support the show https://www.audible.com/pd/9-Simple-Steps-to-Sell-More-ht-Audiobook/B0D4SJYD4Q?source_code=ASSORAP0511160006&share_location=library_overflowhttps://www.amazon.com/Simple-Steps-Sell-More-Stereotypes-ebook/dp/B0BRNSFYG6/ref=sr_1_1?crid=1OSB7HX6FQMHS&keywords=corey+berrier&qid=1674232549&sprefix=%2Caps%2C93&sr=8-1https://bit.ly/4bFz4yc https://www.housecallpro.com/successullifehttps://www.facebook.com/corey.berrier https://www.linkedin.com/in/coreysalescoach/

Understand the financial benefits of effective training for  Service Advisors and Customer Service Reps and the importance of networking and collaboration. November 9 - 10, 2024 in Detroit/Novi, MI Learn more at serviceadvisortraining.com Leigh Anne Best, Might Auto Pro, Medina, OH, trainer and co-founder of Brakes for Breasts Bill Hill, Might Auto Pro, Medina, OH, trainer and coach Maverick Shop Owners Laura Frank, former shop owner, trainer and co-founder of Brakes for Breasts Gerry Frank, former shop owner, trainer and coach for Maverick Shop Owners Show Notes Watch Full Video Episode Importance of Owner Participation (00:03:00) Carm emphasizes the need for shop owners to participate in training alongside their customer service representatives. Networking Benefits (00:04:22) The significance of networking among attendees at the training event for shared learning experiences. Experience of the Trainers (00:05:34) Highlighting the extensive experience of the trainers and their practical knowledge in customer service. Financial Implications of Training (00:06:04) Discussion on the financial benefits of effective customer service and training for shop owners. Technician to Service Advisor Success Story (00:09:01) Bill shares a success story of a technician who transitioned to a service advisor role and excelled. Transparency in Business Practices (00:12:00) Jerry talks about the importance of transparency and ethical practices in customer service. Hiring for Customer Service (00:14:20) Discussion on effective hiring practices for customer service representatives based on personality traits. Upcoming Live Training Event (00:16:34) Announcement of the live service advisor training event scheduled for November 9th and 10th in Detroit. Building Customer Relationships (00:20:22) Emphasizes the importance of educating customers about their vehicle issues for better service. Importance of Follow-up (00:21:20) Highlights the significance of following up with customers to encourage repeat visits. Training for All Staff (00:21:51) Stresses that training should include anyone who interacts with customers, not just CSRs. Tracking Phone Call Success (00:22:31) Discusses the importance of tracking opportunity calls to measure conversion rates effectively. Utilizing Technology for Improvement (00:23:33) Mentions the benefits of using technology to analyze customer interactions and improve service. Identifying Underlying Problems (00:24:52) Explores how phone answering issues can be mistaken for marketing problems. Adapting to Change in Business (00:26:06) Encourages business owners to evolve with industry changes and invest in staff training. Challenges in Leadership (00:27:19) Discusses difficulties in communicating effectively with staff and the importance of peer learning.The Value of Training (00:31:53) Argues that investing in training can sustain or even improve business revenue. Setting Staff Up for Success (00:33:27) Emphasizes the responsibility of leaders to properly train staff for their roles. Motivation for Collaboration (00:34:23) Explains the drive behind the coaches to organize training sessions for struggling clients. Helping Others Succeed (00:35:50) Emphasis on the joy of witnessing others' success and mentorship in the industry. Overcoming Training Paralysis (00:36:27) Addressing confusion in training and providing guidance to help shop owners move forward. Value of Training (00:41:49) Discussion on...

Jered, millionaire plumber, shares the key systems that helped him grow and sell his business for millions. He begins with his customer relationship management (CRM) system, which ensured excellent service and client retention. Jered then explains how hiring and training skilled customer service representatives (CSRs) to handle scheduling streamlined operations and kept everything running smoothly. He also highlights his financial management system, which provided clear business insights, followed by a hiring and training system that built a reliable team. Jered also discusses his marketing system, which consistently attracted new clients. Co-host Joel adds practical insights, helping listeners understand how these systems can apply to any business and drive success.

Imagine having the power of advanced AI tools like ChatGPT and Cloud at your fingertips, enhancing your efficiency and making you look exceptionally knowledgeable in your field. In this episode of the Successful Life Podcast, I, Corey Berrier, share my personal journey of integrating AI into the HVAC industry. From eliminating ad clutter to delivering precise answers to complex technical queries, AI has proven to be a game-changer. We'll explore how these tools are revolutionizing email communication and marketing campaigns, especially for those of us juggling ADHD. Discover how AI is not just supporting but empowering new technicians by providing instant, accurate information and reducing their reliance on overworked colleagues.The conversation doesn't stop there—we'll dive into the transformative benefits of AI in business operations, focusing on personalized hiring assessments. Learn about our successful partnership with Nexstar and how AI-driven evaluations for over 4,000 technicians, CSRs, and dispatchers have dramatically improved job performance and retention predictions. We'll discuss the critical importance of adopting AI to address the ongoing labor shortage, predict supply chain issues, and enhance training schedules in anticipation of industry shifts like the 2025 refrigerant change. Tune in to understand why early adoption and continuous learning of AI are key to staying ahead in the HVAC industry. Thank you for your unwavering support—don't forget to share and review to help our podcast grow! Support the Show. https://www.audible.com/pd/9-Simple-Steps-to-Sell-More-ht-Audiobook/B0D4SJYD4Q?source_code=ASSORAP0511160006&share_location=library_overflowhttps://www.amazon.com/Simple-Steps-Sell-More-Stereotypes-ebook/dp/B0BRNSFYG6/ref=sr_1_1?crid=1OSB7HX6FQMHS&keywords=corey+berrier&qid=1674232549&sprefix=%2Caps%2C93&sr=8-1https://bit.ly/4bFz4yc https://www.housecallpro.com/successullifehttps://www.facebook.com/corey.berrier https://www.linkedin.com/in/coreysalescoach/

In this short podcast episode, Bryan shares some strategies for teaching communication confidence, which may come in handy if you have newer techs who feel nervous or struggle to communicate with other people. The main way to build confidence is to get them to talk in the first place. Scripts and roleplay scenarios during training can help get people used to speaking and give them a reference. Whether we're in sales or not, we have to share information and complete business transactions. Roleplaying those conversations in a controlled, familiar setting allows your more timid team members to put in the reps. The youngest generation in the workforce tends to be exceptionally uncomfortable talking compared to others; they often prefer to communicate via text. These techs can learn a lot from spending time with customer service representatives (CSRs), especially in difficult situations with upset clients. Then, you can address the non-verbal cues that also play a massive role in in-person communication. At Kalos, we have developed software that allows people to record voice memos that are then transcribed. We combine this with soft skills training to help build confidence in our team members so that our leaders can understand what their teams are doing. Communication also starts at the top, so leaders must be honest with themselves about their communication skills and how well they regulate emotions and positively convey information. Leaders are also ultimately the ones who are responsible for understanding their team's communication gaps and creating the guidelines.   Have a question that you want us to answer on the podcast? Submit your questions at https://www.speakpipe.com/hvacschool.  Purchase your tickets or learn more about the 6th Annual HVACR Training Symposium at https://hvacrschool.com/symposium. Subscribe to our podcast on your iPhone or Android.   Subscribe to our YouTube channel.  Check out our handy calculators here or on the HVAC School Mobile App for Apple and Android.