Month: May 2023

FEATURE
Fixing Customers, Not Just Problems: The Art of Building Lasting Relationships with Gaven Fahl (Ep. 24)

Fixing Customers, Not Just Problems: The Art of Building Lasting Relationships with Gaven Fahl (Ep. 24)

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“You can’t have a reasonable conversation during a fire or even when there’s a lot of smoke around.”

In this episode, Gaven Fahl, Director of the Critical Accounts Program at Hewlett Packard Enterprise joins us to talk about building proactive customer relationships and maintaining them.

With 12 years under her belt at Hewlett Packard Enterprise and as the founder of the Critical Accounts Program, she’s got a wealth of experience in building long-lasting relationships with customers beyond just fixing their technical issues. 

Gaven shares her insights into the art of nurturing successful customer relationships and offers practical tips that will undoubtedly revolutionize your approach to customer service and help your business thrive. 

Gaven and Michael discuss:

  • The critical role of customer relationships in business success
  • How to align customer expectations to avoid miscommunication and dissatisfaction
  • Effective techniques for rebuilding strained relationships and restoring trust
  • Proactive strategies for maintaining and nurturing customer relationships for long-term growth
  • The three crucial steps to rebuilding customer relationships
  • And more!

Resources:

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FEATURE
The Path to Success for Skilled Technicians in Field Service Work with Rod Cook (Ep. 23)

The Path to Success for Skilled Technicians in Field Service Work with Rod Cook (Ep. 23)

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In recent years, the field service industry has undergone significant changes, with a growing emphasis on sustainability and innovation.

In this episode, Rod Cook, Director of North American Service Operations at Trane Technologies, discusses the challenges and opportunities available for talent within the trades industry, particularly in HVAC. 

He explores how to achieve a lucrative career in the field service industry and the importance of investing in the next generation of technicians to drive sustainable change.

Rod discusses:

  • How HVAC technicians play a crucial role in reducing energy consumption and achieving sustainability goals
  • The challenges of attracting and retaining talent in HVAC, misconceptions, and an aging workforce
  • The lucrative and promising career path for field service work at Trane Technologies
  • How Trane Technologies is investing in culture and communities to uplift and retain technicians
  • And so much more!

Resources:

Connect with Rod:

Connect with Michael Israel:

About Our Guest: 

Rod Cook is the Director of NA Services Operations for Trane’s Commercial HVAC business.  He has held numerous positions across the organization over his extensive career with Trane and leadership roles in Environmental Health and Safety (EHS), Operational Excellence, Service and Contracting Operations, and Performance Contracting…just to name a few.

In his current position as Director of NA Service Operations, he is responsible for leading Trane’s field service operations teams.  He provides leadership and support to over 2,500 field technicians and their leaders and helps them provide customers with a world-class service experience.  His primary areas of responsibility include field technology and tech-enabled services, mobility, coordination, fleet, and value-stream transformation.

Rod has over 24 years of experience in the HVAC industry and has spent the majority of his time strategizing, leading and implementing services operations solutions across North America.

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