Here’s a question you’ve probably pondered before.

Do your technicians, laborers, and field staff excel at customer service?

Do they know how to build rapport? De-escalate an angry customer? Can they upsell and bring in more revenue for the company?

The fact is, whether you like it or not, your reputation, and the success of your business, depends on the people you have out on the front lines.

Our guest on the show today is Mark Matteson. He’s a personal development speaker and author of 6 books, including his best-seller Freedom From Fear.

Before the big stages, though, Mark spent the first half of his career in the field as an HVAC tech and salesperson. He translated those formative years into a customer service excellence curriculum he teaches to many of the biggest HVAC companies on the continent.

And today he’s going to teach us how to get our whole team aligned around providing exceptional customer service at every stage of the buyer journey.