Episode Overview
Michelle Myers made the best of personal career adversity and then became an expert in the field of making remote teams work successfully within trade businesses.
She’s been in the “remote work” field since before COVID made it a catchword.
The founder and CEO of Pink Callers is passionate about identifying the full potential of employees and proactively creating solutions that improve staff synergy as well as customer satisfaction.
“I believe that transparency, accountability and leadership matter when you’re working remotely,” Myers says. “If you've got those three right, you can do a remote team with ease.”
She’s a big advocate of training people to work the phones for trade companies by recording real-life calls and analyzing them with teams.
“The person who's asking the questions is actually the one in control of the conversation,” Myers firmly believes. “A lot of our CSRs just need to be reminded of that…Once you get a battery of questions from the client or the customer in the field, that's when they're in control of the call.”
As technology progresses–especially in the arena of artificial intelligence–Myers remains steadfast in the idea that person-to-person connections will remain at the forefront of business transactions.
“I really do believe that with all of this AI, and all of this noise, that the human connection, the voice, this kind of work that you do is really, really still very, very important in the service industry,” she says.
Myers’ advice: “l encourage you to get people on the phone again and get them to reach out to your people, to your customers.”
Whether your employees are working remotely or not.
Michelle Myers recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Myers’ thoughts on:
[04:51]: How to run an effective remote team
[12:17]: Getting teams to show accountability
[27:13]: How managers can quality check the calls of their remote employees
[31:31]: How to get employee buy-in for a company that works remotely
[35:44]: Advice for owners to ensure they’re optimizing every call
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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