Heart of the Trades: Service

Hi. I’m Mel

If there’s one thing my 15 years in the trades has taught me, it’s that proper focus can transform good service into an unforgettable one.

Diving into Simon Sinek’s Start With Why has been like flipping on a switch in a room I didn’t even know was dark. It got me thinking deeply about the ‘why’ behind what we do at The New Flat Rate and the power of focusing on our core mission. Why Service is the Heartbeat of Our Work In this industry, stellar service goes beyond fixing problems; it’s about lasting connections. It ensures that every handshake and smile is as genuine as possible, turning a single job into a lifelong relationship.

When your customer has a personalized experience, from when your call taker answers the phone to your technician greeting them by name, they feel valued and appreciated. When they feel known, they turn into an evangelist. Having evangelists shouting your company’s praises goes further than most marketing dollars ever could. That’s what we aim for – making all the hard work deeply rewarding.

The Example of Great Service

I live in Costa Rica, and my favorite place to go is the corner grocery store. It’s not much to look at; it’s minimal, but my new friend Tati is excited to see me whenever I come by. When I have an issue with living in a new place or language barriers, I know Tati will help me. Her job is to scan groceries and run the store, but her helpfulness makes her the go-to for everything. Have you ever had a repeat customer call asking if you did painting, pool service, or even worked on cars? You’ve won! You’ve become their go-to. You may have a favorite restaurant where the staff works together seamlessly, anticipating your needs before you ask. Imagine a place where the team is passionate about delivering not just a meal but an experience. It perfectly blends efficiency, warmth, and attention to detail. Translating this into the trades, what would the perfect service call look like to you? Your technician is enjoying what he does; your dispatcher is not pressing him to do a quick fix and rush to the next call, and the customer is satisfied and genuinely impressed. Maybe you already are having those days. But if not, ask yourself, “What training and processes do I need to implement to get my company and team to that point?” Remember Tati? She’s not a random hire. She has a bachelors in bioengineering and is studying to get her Master’s. Why? Because her dad owns the farm that provides the produce sold in the store. She’s been learning and widening her capacity to help perfect the farm and the store. And here I am, shouting how great they are from the rooftops. Excellent service directly results from what you invest in your team and yourself.

The Magic of Team Spirit

Anyone who’s ever been part of a trades team knows a good culture and unity is essential. It’s how we support one another, keep the morale high, and continue pushing forward, even when the going gets tough. Consider the synergy of a well-coordinated restaurant kitchen where chefs work seamlessly together to create a masterpiece. Fostering an environment where everyone feels part of something bigger isn’t just beneficial; it’s essential for smooth operations and a happy team.

Why This All Matters

Start With Why has reminded me that our work is about so much more than the tasks we complete. It’s about the people we meet, the lives we touch, and the differences we make. Keeping this in mind reinvigorates our purpose and drives us to focus on what truly matters. Like that favorite coffee shop, our goal should be to create an atmosphere where clients feel served and cared for. So, as we look ahead, let’s remember why we started this journey. It’s not just about completing tasks but about the impact we have on each other and our customers. That’s the true measure of success. Thanks for taking a moment to read this. Here’s to making every service experience memorable. 

-Catch you later, Mel

Have questions? Call us or email us at 706.259.8892 | info@thenewflatrate.com