On the Front Line

In the trades, your brand isn’t built in the boardroom.It isn’t built by marketing.It isn’t built by leadership decks or mission statements.Your real reputation is built by the people you probably pay the least, the CSRs answering the phones, the dispatchers managing chaos, and the installers walking into customers’ homes every single day.In this New Year’s Eve episode, we go deep on what real CX leadership looks like in blue-collar service companies; plumbing, HVAC, electrical, and beyond. We talk about why most companies undervalue the front line, how that destroys loyalty, and what leadership must change if we want to build organizations people are proud to belong to.Here's the LinkTree: https://linktr.ee/caffcx