Protecting Reputation Through Proactive Service, with Michelle Nolen of Truly Nolen

Michelle describes how Truly Nolen’s “Yellow Standard” prioritizes proactivity over reactivity and innovating with purpose. She also emphasizes that great customer outcomes start with taking great care of employees. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Michelle Nolen, owner of Truly Nolen. Founded in 1938, Truly Nolen is one of the largest family-owned pest control companies in the United States. Guest Bio: Michelle is an experienced executive in marketing, strategy and enterprise level project management. She’s a strategic consultant and innovative problem solver to Fortune 100 companies, large family owned businesses and entrepreneurs. Community focused and driven, Michelle always strives for immediate and sustained success. TIMESTAMPS: 00:44 - About Truly Nolen 04:15 - Leadership in a family business 08:14 - The Yellow Standard 12:55 - Evolving customer expectations 22:55 - The skilled trades gap 26:55 - Gauging success 32:19 - Advice for young leaders 34:28 - Where to find Michelle SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experience Living up to brand standards Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Michelle on LinkedIn Connect with Sid Shetty on Linkedin Check out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.