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Hey there, customer service warriors! This Colony Confidential episode is your survival guide to turning those angry phone calls into happy goodbyes. Alongside Margaret Garcia from Grit PPO we’re upgrading our communications.
First off, gotta train your troops! Just like you wouldn't send a rookie soldier into battle unarmed, don't throw a new CSR to the wolves. Good training builds confidence, and that's your secret weapon against grumpy customers.
Speaking of weapons, empathy is the ultimate customer service superpower. Imagine being able to see things from a customer's perspective – When you understand their frustration, you can find a solution that saves the day (and keeps them happy).
Don't forget the power of resources! Companies like Grit PPO use call monitoring and coaching to turn their CSRs into rockstars.
And hey, remote warriors, you can totally conquer customer service too! Just make sure communication is clear and expectations are set from the start.
Remember, even if a customer's being a bit…well, extra, they deserve to be heard. By following the tips in this episode, you can turn those frowns upside down and keep your customers coming back for more (pest-free) service! So next time a Karen calls in, take a deep breath, channel your inner zen master, and remember, Colony Confidential has your back!
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We all learned a lot on the Art of the Phone Call AKA AOPC training with Margaret Garcia from Grit PPO so it only makes sense that we get together once more and annoucne : We're back for round two!
Join us for a power-packed episode of Colony Confidential Podcast as Margaret dives deep into the latest AOPC strategies for 2024 and beyond. We'll revisit core concepts, unpack new industry trends impacting customer calls, and answer burning questions submitted by YOU, the listeners.
Here's what you'll gain:
Fresh AOPC tactics to elevate your phone interactions. Strategies for navigating the evolving pest control landscape. Expert tips for handling tough customer calls with confidence. A real view of how AI will be affecting your phone handling and how to stay on top of it.Whether you're a seasoned pro or just starting out, this episode is packed with actionable insights to transform your calls and take your customer service to the next level. Don't miss out! Tune in and level up your AOPC game!
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Whether you're a pest control veteran or someone passionate about the convergence of technology and industry, this episode equips you with the knowledge to leverage AI for unparalleled success. Tune in and empower yourself with the knowledge and tools to revolutionize your daily operations. We invite you to join us and stay ahead of the curve as we discuss the evolving landscape of AI in pest control. Get a glimpse into what the future holds and how you can position yourself for success.
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It's been a busty few weeks around here and now - it's holiday time! Come listen in as Ed and Joe catch up for the first time in weeks. Topics include the recent shows and events, Ed's recent travels, a meeting with NYC's much talked about rat czar.
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Ed and Joe are preparing for an incredible few days in Hawaii for Pest World 2023. Hoping to make new friends and see some of the old ones too. We can't wait to see what's new and come back here to share it all with you!
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Optimizing efficiency in pest control is an ongoing process. Today we are taking a look at what's been working for Valerie Cruzado in the business she owns and operates in Georgia. Join us as we explore various strategies to streamline scheduling, optimize routes, and harness the latest technology and tools for enhanced productivity. Discover how to minimize downtime and increase the effectiveness of your pest control teams, whether you're a seasoned pro or just starting in the industry. And most importantly implement the strategies and tips you've learned today, and you'll be well on your way to maximizing productivity and profitability
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Don't miss out on the latest insights from Colony Confidential! Join us as we explore the impact of AI and chat GPT in pest control with Lorne Sederoff and James Rocker. Today the return with even more practical insights and tips to help you utlize today's tools in an easy to understand way. If you're not sure how A.I can help you, or you're afraid to find out. This is just the episode for you. These guys break things down in a way that Ed Sheehan can understand! We even have some fun when we put Chat GPT to the test with a poem request. Listen in and let us know what you think
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We start this season off with a bang. We wanted to delve into the realm of artificial intelligence (AI) and its profound impact on the pest control industry. We were lucky enough to have Lorne Sederoff from Search Kings and James Rocker from Nerds that Care join us to talk about how AI can enhance efficiency, automate tasks and help you do more in less time. If you've been hearing a lot about AI but aren't really sure how this applies to you and your business, this is your sneak peak and a great way to learn how you could be using this technoology today.
Tune in for a fascinating conversation that delves into the future of pest management powered by artificial intelligence.
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In this episode of Colony Confidential, GPS Trackit's Jeff Allsop and fellow PMP Valerie Crudo from Protective Pest Solutions share their top productivity hacks for pest management professionals. From automations and routing to maintenance, they cover it all. If you're operating a business with even a few trucks on the road, you will learn how to streamline your processes and maximize your time with their expert tips. Tune in for an insightful conversation that will help you take your pest management business to the next level.
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Larry Shaffer joins us once again to teach us some of what he knows. As the host of Activating your X-Factor , Larry is a true champion of personal development and performance. He explains how he transformed himself past average and share some insight into the ways we can all do the same. The best part is the advice he gives in this episode is guaranteed to give you results and it’s simple enough for anyone at any stage to do. Set yourself and your endeavors up for success. After listening to this episode you can check out more from Larry Shaffer on YouTube.
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It's the last days of 2022 and we're between parties, hosting and crunching numbers. Ed and Joe talk all about some wins - employee retention! and overall high morale. You can certainly pick up some ideas on how you can enhance your team's engagment. Also we talk about NYC Mayor Eric Adams' call for a rat czar and some of the major ways we're preparing for 2023.
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Today's guest is Larry Shaffer Senior VP of Marketing and Business Development at Insperity. Larry has spent decades working with teams large and small and has a special affinity for entrepreneurs - this is why we had to have him sit with us to get a handle on some topics that are speaking to us right now. In this conversation we cover a range of issues that are weighing on many leaders and high achievers. Especially at this time of year when we're taking stock of the lessons and preparing to move ahead while experiencing exhaustion, burnout and ongoing challenges. Larry shares his six steps in this episode packed with knowledge, tips and takeaways to help you upgrade your life, your family and your entire experience.
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Going Back to Basics all season long. Today we take another deep dive into one od Ed's favorite sayings Turn adversity into advantage.One of the most important lessons to remember from this episode is that you - the entrepreneur/ small business owner are the backbone of America - so buckle down, get to work, and do a great job. Ed and Joe are talking about recession, inflation, views from the financial front and how it’s affecting your business and personal life - plus more than a few tips on how to deal.
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The Colony Confidential team took NPMA Pest World in Boston MA by storm, and now we're spilling all the beans. About the products, the people and of course the parties!
Ed and Joe discuss the highlights, some of their favorite events and people and how this PW was different than before. Get to know Ed a little better and hear why spam may be the way to his heart.
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Join Jeff Alsop as he schools us on the Basics of Fleet Management. If you didn't know you needed it - this is your chance to learn more. If you have vehicles let's automate your maintenance, routing and more. Operational Efficiency is the foundation of your successful business. Find out more about GPS Trackit Click Here
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There's experts then there's Margaret Garcia! Our go to for anything to do with communication. Margaret's company Grit PPO answers hundres of phone calls every day so she knows more than anyone else - what works when answering the phone in a service. based business. Get the entire workshop
theartofthephonecall.com
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The new season is finally here!
We've been weathered but we're not out. Join Ed & Joe for all new topics and tips this season. We have a hige annoucement and wonderful new partners to help boost us all to our next best. We're going back to basics of our family business bootcamp. In this episode we're reconnecting with Ed & Joe, hearing a summer summary and finding out what's next!
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Today we're talking about some of the tech tools that are making us more productive in business. Jeff King from Pest Rangers is all about automation and in this episode he shares some of the apps and programs he's using to make things work easier and more cost effective. If you are curious about any of these programs and how they can help in your company then this is the episode for you.
Glip
Slack
Zapier
GPS Trackit
Slydial
Clientpoint
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Welcome back to the Colony Confidential Podcast, today Ed and Joe talk about some of the biggest challenges facing business owners and some of the ways we're going to overcome them. We touch on topics like Vehicles, route optimization, onboarding new hires fast, inflation and lowering insurance costs. Stay tuned for an episode on Pricing coming up next!
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Jeff White is back with us for the first time since our first season. A whole lot has happened since then, for one Jeff has started a spanking new business. Today he tells us all about it and how his technical expertise can help you.
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