The team at G&C Plumbing and Heating is always looking for ways to improve their technical skills and customer service. This dedication to continued learning is what sets the company apart. Recently, Greg and Brandon took the team to a Service Essentials Training. Here are some of the highlights to their experience…
“I am a firm believer that customer service is what separates companies that thrive from those that fail,” said Greg Sheck, Grand Master Plumber and founder of G&C. “Service training not only improves the customer experience, it also improves our employees and the G&C organization as a whole.”
Higher Employee Motivation & Engagement
The team at G&C is completely engaged, and plumbing is more than just a job to every member.
“Whenever we have a training like this, it gives me a greater understanding of the impact my role has on the team,” said Matthew Hildred, the newest and youngest member of the G&C team. “I never wonder if this company cares about my career development, I know they do.” At the service training, Matt had the opportunity to consider service strengths in himself he’d never recognized before.
He shared ideas and feedback with Greg and Brandon, and as a team they find ways to showcase, improve, and elevate his career in the plumbing industry.
Improved Customer Service Skills
The G&C service training focused on improving communication, listening, problem-solving, and organizational skills. “It’s not often that all of us are working with the same customer on the same project, so it was interesting to see how everyone applied the training,” said Chris Goguen who has been with the G&C team for about a year. “The training re-established that standard process on how to best serve our customers, but we could watch how each of us delivered that process. Everyone is such an individual, it was fun.”
Service training not only improves the customer experience, it also improves our employees and the G&C organization as a whole
Increased Customer Satisfaction
“This is the big reason why we go to trainings like these,” said Brandon Sheck, co-owner of G&C. “Bottom line, improving the quality of our customer service through training leads to an increase in customer satisfaction, retention and loyalty.”
Can you tell Brandon was a Business Major at Westfield State?
“Our philosophy at G&C is that we’re the best customer service company in the plumbing and heating industry,” said Brandon. “We want every team member to be able to address a customer’s concern at the first point of contact and this training helped us improve that goal.”
How Can Service Training Improve an Already Amazing Team?
G&C has won awards for their amazing customer service, many years running. So, why do they continue training if they already provide the highest standard of service in the industry?
“There is always room to improve approachability, patience, listening, and politeness,” said Greg Sheck of his team. “These guys just keep getting better and better!”