“Always walk through life as if you have something new to learn and you will!” -Vernon Howard
What a great Service Excellence Training class in Austin! Going into this two-day program, I was excited but I did have some nervous-jitters. This was my first time taking a rather lengthy trip alone as well as my very first program as the Event Coordinator of classroom training for the Service Excellence Training team!
I started my new job with Service Excellence Training about two months after graduating from The University of North Carolina at Chapel Hill (Go HEELS!) with a degree in Exercise and Sport Science. So from day one, I was truly a “clean slate” within the industry. I was excited to participate in a class with Service Technicians within HVAC, plumbing, and electrical independent contracting companies from all over North America and learn about what they do on a day-to-day basis and how they handle Service Calls. I probably gained more understand of this than I had expected when I became a role-play partner for Jesse Wright, a Service Technician from an HVAC independent contracting company called Advanced Comfort Systems in Hickory, NC.
While The Guide to Super Service class expanded my knowledge and understand of what Service technicians in an independent contracting company do within the trades of HVAC, electrical, and plumbing this class also allowed me to learn some important transferable skills that will help me relate to my future clients. One vital concept that I learned from the class was the P.O.P statement. This acronym stands for “Professional, Opportunity, Personal.” When introducing yourself to a client the introduction should be professional (“Hi, I’m Whitney Stewart with Service Excellence Training”) but also have the opportunity to be personal (“How are you? I understand that you are in need of our services today and I want to let you know that I will be able to help you with any questions or concerns you may have.”).
Along with straightforward lessons such as P.O.P, I also learned more abstract concepts such as perception. Perception is how an individual uniquely views something or a situation. As an independent contracting company service provider it is important that we allow ourselves to first see our client’s perspective before putting our own perspective on the table. Ultimately, a client’s investment total is completely irrelevant until the client sees and believes in the value of the service product.
Relationship building with an HVAC, plumbing, or electrical independent contracting company was another great lesson that I learned from this training class. Focusing on developing a relationship with clients creates trust, common ground, and open-lines of communication.
I’m excited to have this opportunity but just like anyone I cope with natural frailties such as nervousness and a lack of confidence. But I’m quickly learning that training is a means to develop confidence, expand one’s knowledge base and effectively hewn in on areas of needs.
-Resource curated by Whitney Stewart of Service Excellence Training.