Without a doubt you personally give superb customer service.  After all, that is what owners and managers of companies do.  BUT where the “rubber hits the road” is with your front line employees.  Sadly, far too many companies in this business hire hopefully sharp young men and women, show them how to “squirt and suck” with a scrub wand and let ‘em rip!  However, when you neglect training your employees in the Emotional Dynamics of the Home Front, you essentially are “throwing them to the wolves”, they get discouraged/burned out and they QUIT!  Break this destructive cycle by reviewing this paperwork with your people before you send them out on their first job.  (And we also will confess our fondness for Jon-Don’s one day Value Added Service for Technicians seminar.)

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