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A View Into The Systematic Business Side Of Gutters & Business Growth Tips
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Thursday Mar 19, 2020
Thursday Mar 19, 2020
Raving Fans By Ken Blanchard
At The Brothers that just do Gutters, education is one of our core values. With that comes reading books. We've made it a part of our company culture to not only encourage the reading of books, but also require it. Our Gutter Installers are required to read books AND give book reports to their peers prior to moving up, getting a raise, or getting a promotion. Raving Fans by Ken Blanchard is just one of the required books within our field skills ladder program.
Raving Fans Book Reports
You may be reading this and thinking book reports as a requirement in this industry - how? Well, in this episode you will hear from NY's Field Operations Manager, Job Olang, on this in depth, specifically related to the Raving Fans book. He discusses when it is required reading, what a book report looks like, the difference between a satisfied customer and a raving fan, and just how important he feels reading is to the development of his guys.
Episode Breakdown -
00:40 Introduction Of Education As Core Value
01:16 When Ken First Read Raving Fans
02:28 Why Is Education A Core Value?
04:26 On Average A CEO Of A Company Reads 1 Book A Month
05:28 How Do You Get Others To Read?
07:30 Reading Books Became A Requirement
07:43 Introduction Of Production Manager, Job Olang
09:31 Job Reads Raving Fans
10:15 Realization That His Customer Service Could Be Better
10:50 “Nobody Runs A Truck Until They’ve Read This”
12:00 How We Became Successful At Implementing Books Reading
13:10 Biggest Take Away From Raving Fans
14:50 Satisfied Clients vs. Raving Fans
17:27 The Best Reviews To Get
18:20 When The Crew First Started Reading
19:36 From Suggested Reading To Job Requirement
21:20 Books Rated More Important Than Gutter Skills
22:15 Getting New Hires On Board
23:44 Book Reports By Gutter Installers
28:10 “You Have To Dress Up” Prank…
29:20 At What Level Is Raving Fans Required & Why?
31:40 How We Go Above & Beyond For Clients
34:40 The Installation Impacts Satisfaction The Most
37:00 Creating a Language Through Education
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