Industry Insights • Management • Operations • 36 minutes

Leading with Heart: How Caring for Customers Creates a More Successful Business

January 23, 2024

Episode Overview

Katie Biddle makes a point of encouraging her team at Call Dad AC & Heating to put themselves in customers’ shoes when calls or complaints come in about challenges or pain points.

Head of customer experience for Call Dad, Biddle believes it’s a simple strategy that connects a company with customers and has the overall effect of building a stronger business.

“What we're about is building relationships, either with our customers [or] with our employees,” she says.

First comes the internal process.

“If you have leadership that cares about the employees, [then they] are more likely to care about your customers,” Biddle says.

At Call Dad AC & Heating, the Charlotte, NC-based company has been in a rapid expansion mode. Annual sales recently jumped up to $16 million from $10 million in one year. And another bottom-line boost is expected in 2024.

Faced with an expansion of sales territory combined with some internal consolidation, it was crucial to maintain the customer-service reputation Call Dad had built.

Biddle stays aware of the need to show empathy to customers when she’s recruiting new employees.

She’s always on the lookout for certain intangibles when meeting people who may not have experience in the trades but might have what it takes to be good members of her team. 

“I can teach a lot of different things, but I can't teach caring,” Biddle says. “I can't teach being on time. I can't teach being coachable and attitude.”

She can, however, be on the lookout for those positive characteristics in possible recruits. 

Katie Biddle recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Biddle’s thoughts on:

  • [04:37] What makes Biddle so passionate  

  • [13:44] Creating scripts with common customer questions

  • [16:28] What virtual assistants are and how to integrate them into your workflow

  • [27:03] What differentiates a successful company from a stagnant one

  • [29:02] An overview of D.A.D. University

To hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts, Spotify, Google, or anywhere you get podcasts.

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About ServiceTitan

ServiceTitan is a comprehensive software solution built specifically to help home service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business.

Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.

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About the Show

Toolbox for the Trades is a podcast where top service professionals share the tips, tricks, and tactics they use to succeed in their industry. Hosted by Jackie Aubel, this podcast is brought to you by ServiceTitan—the leading home and commercial field service software.

Episodes will feature stories and strategies to help contractors grow and scale their service business.

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