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
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