Customers pick a service provider the same way they pick a restaurant now: who delivers the better experience. Who answers the phone. Who’s friendly when they do. Who gets a tech out fastest. Fifteen years ago you could get away with average. Today, average is how you lose to the shop that just tried a little harder.
@officialchadpetermanTranscript
The trades have never had more opportunity, but they also have never punished complacency like they do today. Data, AI, both huge buzzwords within our industry. There's more data readily available. AI is changing the game and making decision-making, move that much faster. And frankly, customers expect more from the experience that they're paying for. Think about it. 15 years ago, there weren't as many nice restaurant options. Today, there's a ton of them. Well, how do people pick between those? The same way they pick between a service provider. Who's going to provide the better experience? Who's going to answer the phone? Who's going to be friendly on the phone? Who's going to be able to get a tech out to me the fastest? All of these things are things that we need to be thinking about as it relates to our customer experience and what we're providing to the customer.
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