You’ve probably heard of a popular management principle called Completed Staff Work. Completed Service Work is an evolution of this concept of doing everything thoroughly and anticipating next steps to the world of field service management.
Did you know there is more to completed service work than simply fixing a customer’s problem?
In this episode, Michael Israel talks to David Nour, the author of Relationship Economics® about how completed service work elevates the service professionals, their impact on the businesses, and the need for a more strategic conversation around services than taking a transactional approach.
Michael and David discuss:
- The concept of “Completed Service Work” and its relevance to field services
- How companies like Uber, Pizza Hut, Lyft have changed the expectations of consumers and businesses at large
- How and when does a customer’s relationship begin with a business
- The importance of being responsive and proactive in building customer relationships
- And more
Connect with Michael Israel:
Connect with David Nour:
About Our Guest:
A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. The author of eleven books, including bestsellers Relationship Economics® (Wiley) – forthcoming in its 3rd edition, Co-Create (St. Martin’s Press), and Curve Benders (Wiley, 2021), Nour serves as a trusted advisor to global clients and coaches corporate leaders. He is an adjunct professor at the Goizueta Business School at Emory University and was named to the Global Gurus Top 30 Leadership Professionals and the Thinkers 50 Radar Class of 2021 lists. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast.
Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.