Tag: Field Service Management

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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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:

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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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Building a Unified Customer Experience: The Power of Collaborative Partnerships with Sai Padmarajen (Ep. 22)

Building a Unified Customer Experience: The Power of Collaborative Partnerships with Sai Padmarajen (Ep. 22)

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Collaborative partnerships have the power to revolutionize the way you build a unified customer experience.

In this episode, Sai Padmarajen, Head of Channel & Ecosystem Partnership, and Rob Freedman, Head of Growth, both from Zuper, share their insights on their partnership model’s three-pronged approach. They highlight the evolution of Zuper’s partner network, which has grown from six to over sixty partners.

Sai and Rob emphasize the value of creating a synergistic partner ecosystem and identifying the right platform and solutions to achieve this goal. In addition, they share the key benefits and takeaways that a potential partner will reap from the collaboration.

Sai and Rob discuss:

  • How the Zuper Partner channel evolved over the past year
  • How Zuper is creating a synergistic partner ecosystem
  • The three-pronged approach to the partner model at Zuper – referral, reseller, and solutions partnership
  • The significance of identifying the right platform and solutions to create a synergistic partnership with the partners
  • And so much more

Resources:

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Connect with Rob Freedman:

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FEATURE
Predicting Field Service Management Business Market in 2023 (Ep. 20)

Predicting Field Service Management Business Market in 2023 (Ep. 20)

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As we enter a new year, staying ahead of the curve and understanding the challenges and opportunities is essential to the field services business.

In this episode, we’re joined by Rob Freedman, Head of Growth at Zuper to explore the forecasted growth of the field service management market and the technology trends shaping the industry in 2023. 

Rob discusses everything from his latest article from outsourcing and the rise of contingent labor to the adoption of AI and automation.

Rob discusses:

  • The forecasted growth of the field service management market
  • The impact of outsourcing and the rise of contingent labor
  • Advantages of adopting AI and automation in field service management
  • How Zuper is navigating the future of field service management with technology solutions
  • And more

Resources:

Connect with Rob Freedman: 

About Rob: 

Rob Freedman is a marketing executive and consultant with over 15 years of experience. He loves growing brands, developing all-star teams, and helping people achieve their professional and personal goals. Rob is a frequent contributor to articles on digital marketing trends, team leadership, and branding. As if all that weren’t enough, he also has two daughters to keep him busy! He spends his free time listening to music (he’s got eclectic tastes), traveling (he’s been everywhere from San Francisco to Kampala), reading books about the latest innovations in business, or drinking coffee (black).

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FEATURE
Live From the HubSpot Inbound Conference in Beantown (Ep. 12)

Live From the HubSpot Inbound Conference in Beantown (Ep. 12)

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There is no doubt that HubSpot is one of the leading CRM platforms for scaling businesses. 

One of the main reasons HubSpot has managed to stay the course in a competitive industry is because of its ease of integration with many other solutions and applications such as Zuper FSM.

Michael Israel and the Zuper team take the show on the road to Boston for the Hubspot Inbound 2022 Conference in this episode. He gives us a sneak peek into the events and discussions at this conference and shares the highlights of Zuper’s partnership with HubSpot.

Michael discusses: 

  • Zuper’s integration with HubSpot
  • The conference that led him to join the Zuper team
  • The speakers and events at the Inbound 2022 conference
  • His experience visiting Boston now as a former resident of the city
  • And more

Resources:

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FEATURE
Gearing Up for the Fourth Industrial Revolution with Wajid Zakir (Ep. 11)

Gearing Up for the Fourth Industrial Revolution with Wajid Zakir (Ep. 11)

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Did you know that we’re currently in the midst of our Fourth Industrial Revolution?

The Fourth Industrial Revolution is a period of rapid transformation across industries, societies, and nations. Technology, connectivity, and automation have been at the forefront of this revolution.

In this episode, We make a virtual stop in the UAE to speak with Wajid Zakir, Co-Founder and Director of Quiz Infomatics. He discusses how the UAE is gearing up to lead the Fourth Industrial Revolution, some challenges businesses face when transitioning from traditional to digital, and strategies to overcome them. 

Wajid discusses: 

  • The three initiatives driving the Fourth Industrial Revolution in the UAE
  • Five strategies for successful digital transformation
  • COVID’s impact on technology adoption in the UAE
  • How companies could grow in a competitive market with digital initiatives
  • The need for education in field management tools and their implementation in every industry
  • And more!

Resources:

Connect with Michael Israel: 

Connect with Wajid Zakir

About our Guest: 

Wajid Zakir works with clients to help them transform their way of doing business. He uses technology to enhance customer experience, improve business processes, optimize costs, and maximize the use of tech opportunities.

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FEATURE
Streamlining Services in the Landscaping Industry with Ben Souva and Jacob Krum (Ep. 10)

Streamlining Services in the Landscaping Industry with Ben Souva and Jacob Krum (Ep. 10)

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The best businesses are created when you’ve identified a problem that needs solving. Our guests this week found their niche in the landscaping market as a result of their own frustrating experiences. 

In this episode, Ben Souva and Jacob Krum, the founders of Trim Landscaping, join Michael Israel to discuss the circumstances that made them start a landscaping business. They explain the usefulness of different technologies in solving the operational inefficiencies and business challenges that were getting in the way of achieving their goals. 

Ben and Jacob address: 

  • How they reinvented and modernized the way landscapers operate and manage their businesses
  • Their journey of how they started vs. where they are now 
  • What to look for in a technology partner that helps with scaling your business
  • And more

Resources:

Connect with Michael Israel: 

Connect with Ben Souva and Jacob Krum:

About Ben Souva:

When it comes to growth and development strategies, Ben Souva never fails to bring his innovative approach to the table.

Ben used his extensive business development experience to develop new solutions for the back-end operations of his local landscaping business. Within one year of implementing Saas and Enterprise strategies, he saw business revenue increase by over five times its yearly average.

Today, Ben is proud to help landscapers around the country improve their operations, grow their revenues, and find success doing what they do best!

About Jacob Krum: 

Jacob Krum is a true magician in the world of business. A proven, passionate entrepreneur with an innate and unique ability to quickly assess and advise on growth strategies, Krum has demonstrated his expertise throughout his career by rapidly scaling multiple businesses from zero to over $650K MRR in as little as one year.

Combining his love for real estate with his drive to grow ventures, Krum is the owner and operator of Nvest realty. This firm identifies, targets, and purchases residential properties in the Phoenix metro area to renovate into profitable vacation rentals. Since its inception, Nvest has hosted more than 600 groups at Nvest branded assets. Forward-thinking and synergy-focused, Nvest added a burgeoning landscaping business to its portfolio in 2020 and has increased its gross revenue by more than 1,300% in its first year.



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Inflation’s Impact on the Field Service Industry with Michael Blumberg (Ep. 6)

Inflation’s Impact on the Field Service Industry with Michael Blumberg (Ep. 6)

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Before March 2020, the word inflation was considered taboo. Fast forward two years, inflation has seeped into every aspect of our lives. 

So, has inflation impacted the field service management industry, too? 

Sure it has. 

In this episode, Michael Blumberg, the President and CEO of Blumberg Advisory Group Inc, joins Michael Israel to unveil how inflation has impacted the field service industry. Michael explores ways technological solutions can assist companies and details ways field professionals can prepare for increased costs.

Michael discusses: 

  • Some of the biggest challenges in the field service arena
  • How field service professionals can mitigate supply chain issues and prepare for rising fuel costs 
  • Ways field service companies can recruit and retain top talent
  • What you should know about the Great Resignation
  • And more!

Resources:

Connect with Michael Israel: 

Connect with Michael Blumberg:

About Our Guest:

Michael Blumberg is the President of Blumberg Advisory Group, Inc., a research and consulting firm in the field service industry. Michael’s firm provides clients with strategic guidance and tactical assistance for improving the overall profitability and quality of field service operations through procedural and systemic improvements and optimized service marketing strategies. Michael is a prolific author and frequent speaker at industry events and conferences.



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FEATURE
The Value of Technology & Relationships in Field Service Management (Ep. 5)

The Value of Technology & Relationships in Field Service Management (Ep. 5)

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How much do you know about technology in the field service management industry? 

How much do you care about human connection and maintaining relationships as a field service management professional?

In this episode, Michael Israel interviews David Nour, the CEO of The Nour Group. David highlights his career in field service management while unveiling everything you need to know about technology and the importance of nurturing relationships as a field service management expert. 

David discusses: 

  • The importance of strategic relationships 
  • Relationship economics and its benefits to business leaders
  • The pros and cons of technology in the field service management arena
  • Ways to get people and businesses to buy into change
  • The role his books have played in his career 
  • Wisdom words for business leaders
  • And more!

Resources:

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. 



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SEO Tips for Field Service Management Companies with Rob Freedman (Ep. 4)

SEO Tips for Field Service Management Companies with Rob Freedman (Ep. 4)

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When you hear the acronym SEO — What is the first thing you think about? 

If you didn’t come up with search engine optimization, you’re not alone. In fact, a lot of field service management companies don’t really know what’s SEO and how it could benefit their business. 

This week, Rob Freedman, the head of growth at Zuper, sheds light on all things SEO. Rob provides best practices for field service management companies to implement SEO for their firm’s growth.

Rob discusses: 

  • The definition of search engine optimization (SEO) 
  • Why content is still king
  • The value of utilizing key phrases
  • The importance of quality over quantity when it comes to content
  • How using videos instead of  blogs is beneficial for SEO
  • And more!

Resources:

Connect with Rob Freedman: 

About Our Guest: 

Rob Freedman serves as the head of growth at Zuper. Rob is a marketing and revenue operations executive with nearly 20 years of experience. He loves growing brands, developing all-star teams, and helping people achieve their professional and personal goals. Rob is a frequent contributor to articles on digital marketing trends, team leadership, and branding. As if all that weren’t enough, he also has two daughters to keep him busy.

He spends his free time listening to music (he’s got eclectic tastes), traveling (he’s been everywhere from San Francisco to Kampala), reading books about the latest innovations in business, or drinking coffee (black).

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