In this exciting episode of “Born for the Trades – a Home Service Podcast,” Mandeep and Shreya sit down with Joe Crisara, an industry expert with over four decades of experience in service management. Join them as they delve into the transformative journey of service management over the last 40 years and explore what lies ahead for this crucial aspect of the home service industry.

The discussion kicks off with Joe sharing his insights on the evolution of service management throughout his career. They explore the key factors that have shaped the industry, including technological advancements, changing customer expectations, and the growing emphasis on efficiency and effectiveness. Joe reflects on how service management practices have adapted to these changes and highlights significant milestones along the way.

Delving deeper, the hosts ask Joe to define the role of a service manager and the key performance indicators (KPIs) that define success in this position. Joe draws upon his wealth of experience to provide a comprehensive job description that encapsulates the diverse responsibilities of a service manager. He also outlines the crucial KPIs that should be tracked to ensure optimal performance and customer satisfaction.

Looking towards the future, the conversation takes an exciting turn as Joe shares his predictions and insights on the future of service management. He discusses emerging technologies, such as artificial intelligence (AI), and their potential impact on the industry. While acknowledging the potential benefits of AI, Joe emphasizes the irreplaceable value of emotional intelligence in service management and the human touch required to build meaningful connections with customers.

Intriguingly, the hosts raise the concept of “Call By Call Management” and ask Joe to elaborate on this approach. Joe explains how this methodology optimizes customer interactions by empowering service managers to deliver exceptional experiences on each call, leading to increased customer loyalty and business growth.

Join Mandeep, Shreya, and Joe Crisara in this thought-provoking episode as they explore the past, present, and future of service management. Gain valuable insights and practical tips to elevate your service management practices and stay ahead in an ever-changing industry. Tune in to “Born for the Trades – a Home Service Podcast” and unlock the secrets to success in service management.

Note: The content and topics discussed in this podcast episode are based on the opinions and experiences of the guests and hosts. The views expressed are for informational purposes only and do not constitute professional advice.