The Art of Customer Service: Building a Culture-First Business with Rob Anderson
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What is the importance of company culture in business?
Culture to me is the thing to focus on. I don't think there's anything more important in business than spending your time on culture. Welcome to the Home Service Expert, where each week, Tommy chats with world-class entrepreneurs and experts in various fields, like marketing, sales, hiring, and leadership, to find out what's really behind their success in business. Now, your host... the home service millionaire, Tommy Mello.
How can businesses improve recruitment and retention strategies?
Before we get started, I wanted to share two important things with you. First, I want you to implement what you learned today. To do that, you'll have to take a lot of notes, but I also want you to fully concentrate on the interview.
What methods can be used to define and measure company culture?
So I asked the team to take notes for you. Just text notes, N-O-T-E-S to 888-526-1299. That's 888-526-1299. And you'll receive a link to download the notes from today's episode. Also, if you haven't got your copy of my newest book, Elevate, please go check it out. I'll share with you how I attracted and developed a winning team that helped me build a $200 million company in 22 states. Just go to elevateandwin.com forward slash podcast to get your copy.
What challenges do businesses face in the home services industry?
Now let's go back into the interview. Alright guys, welcome back to the Home Service Expert. Today I got an awesome guest, close friend now, Rob Anderson.
How do partnerships contribute to business growth?
Got recommended through Brigham, Brigham Dickinson, and he said this guy is the best home improvement man on the planet. He's based out of Utah, 35 plus years in the home service. space and home improvement, known for culture first leadership, built a water treatment company from 11 employees to a million in revenue into 230 employees on the first exit, 650 employees and several hundreds of millions in revenue on the second exit. Became the largest independent water treatment company in the United States. Rob Anderson expanded organically into full-service plumbing, HVAC, and electrical, secured Costco, Home Depot, and Lowe's partnerships, 31 Costco locations across three states, 63 Home Depots, and multiple Lowe's, successfully pivoted growth model after telemarketing regulations entered a core channel.
What impact does private equity have on businesses?
I know all about these stories, and I've heard so many at the house. Rob, how are you doing today? I'm doing good, Tommy. Thanks for having me.
How can leadership development and emotional intelligence be fostered?
I know you don't do these very often, so I'm glad you made it. No, I'm happy to be here, though. It's fun to be with you.
What role does storytelling play in building client relationships?
So tell me, listen, let the audience get to know you a little bit. What got you into water treatment? What got you into home improvement? And what are you excited about today? Well, I fell into water treatment. by accident, actually. Fell into home services by accident and worked hard at it for 35 years and sold my business and retired. And what's exciting to me is I'm getting dragged back in and having more fun than ever, honestly. You know, I think that there's a lot of people out there that have tried to get into Costco, and they've tried the Home Depot, they've tried the Lowe's, and I know your story, but you guys made that uber successful. That was a really big lead channel for you. What makes those channels successful?
Well, first of all, you have to have a mindset of over-the-top customer service because the most important thing that a retailer wants, and I mean a retailer at every level from the buyer to the warehouse manager to the person at the front desk who has to deal with their customer, you have to be over the top in how you treat a customer and make them happy. In fact, your job actually has to become making your customer happy. There is no other job when you're dealing with retail. So let's go over the, when you walk in a home, how you ask, I guess the happy talk. Well, Yeah. I mean, look, our job and every person's job in our company is to make our customer happy. That's our job. My job was to make our employees happy.
And, you know, so everything we did was, uh, was about that and was directed toward measuring that. And, uh, we started every appointment with the same words. And that is, uh, Mr. Mello, you know, I'm Rob with Superior Water and Air.
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Chapters
8 chapters
1
What is the importance of company culture in business?
0:00–0:27
2
How can businesses improve recruitment and retention strategies?
0:27–0:39
3
What methods can be used to define and measure company culture?
0:39–1:11
4
What challenges do businesses face in the home services industry?
1:11–1:19
5
How do partnerships contribute to business growth?
1:19–2:13
6
What impact does private equity have on businesses?
2:13–2:20
7
How can leadership development and emotional intelligence be fostered?
2:20–2:28
8
What role does storytelling play in building client relationships?
2:28–1:13:17
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