• Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
  • ENGINEERS
  • RADIANT & HYDRONICS
  • INSIGHTS
  • MEDIA
  • RESOURCES
  • EMAGAZINE
  • SIGN UP!
cart
facebook instagram twitter linkedin youtube
  • CONTRACTORS
  • BATH & KITCHEN PRO
  • BUSINESS MANAGEMENT
  • HIGH EFFICIENCY HOMES
  • TECHNOLOGY
  • WATER TREATMENT
  • PMC COLUMNS
  • PMC COLUMNS
  • Dave Yates: Contractor’s Corner
  • John Siegenthaler: Hydronics Workshop
  • Kenny Chapman: The Blue Collar Coach
  • Matt Michel: Service Plumbing Pros
  • Scott Secor: Heating Perceptions
  • ENGINEERS
  • CONTINUING EDUCATION
  • DECARBONIZATION | ELECTRIFICATION
  • FIRE PROTECTION
  • GEOTHERMAL | SOLAR THERMAL
  • PIPING | PLUMBING | PVF
  • PME COLUMNS
  • PME COLUMNS
  • Christoph Lohr: Strategic Plumbing Insights
  • David Dexter: Plumbing Talking Points
  • James Dipping: Engineer Viewpoints
  • John Seigenthaler: Renewable Heating Design
  • Lowell Manalo: Plumbing Essentials
  • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
  • RADIANT COMFORT REPORT
  • THE GLITCH & THE FIX
  • INSIGHTS
  • CODES
  • GREEN PLUMBING & MECHANICAL
  • PROJECT PROFILES
  • COLUMNS
  • SPONSOR INSIGHTS
  • COLUMNS
  • Codes Corner
  • Natalie Forster: Editorial Opinion
  • Guest Editorial
  • MEDIA
  • PODCASTS
  • VIDEOS
  • WEBINARS
  • RESOURCES
  • INDUSTRY CALENDAR
  • DIRECTORIES
  • EBOOKS
  • PM BOOKSTORE
  • CE CENTER
  • MARKET RESEARCH
  • CLASSIFIEDS
  • EMAGAZINE
  • EMAGAZINE
  • ARCHIVE ISSUES
  • CONTACT
  • ADVERTISE
  • PME EMAGAZINE ARCHIVES
search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!
ColumnsBusiness ManagementKenny Chapman: The Blue Collar Coach

Three tips to help your team become top performers

Three tips to help improve yourself and your team members.

By Kenny Chapman
Kenny Chapman
August 15, 2014
Top performing team
Photo credit: ©istockphoto.com/BigshotD3

As a progressive training and coaching organization, we spend a lot of time, energy and resources focused on studying the traits and behaviors of top performing companies and individuals. As we discuss what contributes to peak performance, there are a few things that must be consistently worked on in order to grow and maintain desired results.

As you might have noticed, the best customer experiences are usually rewarded with the highest sales. However, many managers (and most technicians) don’t connect the fact that a favorable customer experience always gets the highest long-term reward with consistent and predictable sales results. We can’t simply define success as arriving at a customer’s house on time or how many calls can be run in one day.

There is so much focus placed on getting the sale and time efficiency that too often there is not enough time and effort put into the emotional experience created for the customer. We need their emotional experience to be top notch in order to differentiate ourselves from everyone else in the marketplace.

Many calls we receive are from customers who are already in a distressed emotional state because something in their home has broken and is causing them to be inconvenienced. When we can take that negative emotion and turn it into a positive experience, we have built a sense of trust with the customer which leads to a feeling of comfort with our company.

In today’s world we are increasingly taking emotion and human interaction out of the picture. Stores are moving toward self-check out and away from creating an interaction with the cashier. Websites are directing customer service inquiries to an email or virtual chat situation instead of a live phone call.

Companies tend to focus more on the technical innovations surrounding customer service such as the latest app or online booking and the personal aspect of customer service is placed on the back burner. This can be a huge mistake if not properly executed. Yes, customers appreciate convenience and efficiency, but they long for a truly personalized sales experience that is designed around their specific needs and wants.

Customers don’t care about our innovative new software system; they want to feel good about the company and people they are doing business with. Top performers understand this concept and are able to integrate technology into their presentations and sales abilities without losing that personal connection.

 

Increase awareness

Below are three things that can be done in order to reach and maintain Top Performer status. These need to be at the peak of our awareness at all times.

1. Increase confidence. People that consistently play at the top of their game have a certain level of confidence which they are able to translate into successful customer experiences. They take full responsibility of their own results and understand that they must maintain and grow this confidence in order to keep achieving exceptional results. Having an awareness of how important confidence is, they are willing to try new things and take certain risks because they know that they will ultimately accomplish their goals.

What many people don’t realize is that confidence is teachable and can be learned by anybody who truly wants to improve it within themselves. Confidence comes across in many different ways throughout the service call. If someone wants to improve their confidence, start by focusing on one aspect at a time. For instance, stop saying “I think” before recommending a product or service. The customer will appreciate the confidence that comes along with an expert opinion.

Also, work on being more comfortable with silence after you speak. You don’t need to keep rambling on and over-explaining yourself. Top performers project an overall sense of confidence with customers, so work on improving the confidence levels of your team members and you will start to see improved sales.

2. Increase internal gratitude.There are two types of gratitude. The first is internal gratitude, which is when you want what you currently have. High achievers possess the ability to appreciate where they are and what they currently have, regardless of how good or bad that may be perceived. This doesn’t mean they don’t want more good in their lives. In fact, it means they are conscious enough to appreciate how amazing their lives are compared to others.

The second type of gratitude is external gratitude. This is when something happens outside of you that creates a positive change and therefore you become grateful. However, this is passive and leaves you out of control of choosing gratitude on a daily or hourly basis. Top performers view every call as an opportunity to succeed and take control of their own destiny. They are grateful for the chance to provide a useful service to their customers while making a great living for themselves and their families.

3. Increase connection. The best of the best in our industry have the ability to connect with other people. This shows up in every customer interaction they have. They understand that people buy from people and they value the importance of creating a relationship with their customers before asking them to invest in their products or services.

Connection with customers is ever-changing with the way technology continues to impact buying processes and decisions, and it’s the personalized, unique customer experiences that create the best results. For example, look at companies such as Apple, Zappos, Nordstrom and Costco. They all have different business models and employees, but they understand how to connect with their customers better than their competition and that’s why they are more successful. Winners know that in order to keep winning consistently, they must always work on increasing connection.

My advice to you is this: Focus on the human side of customer service in order to experience extraordinary success. Look at the capabilities that top performers possess (confidence, connection and internal gratitude) and begin improving those within yourself and your team members. As these begin to grow and become more evident in your organization, you will start to see great improvements in multiple areas: revenue increases, happier customers and more top performers than you ever thought possible.

 


HELPFUL LINKS:

  • The Blue Collar Success Group
  • Contact Us
  • Follow PM on Twitter!
  • Find PM on Facebook!
  • Join PM on LinkedIn!
  • PM is on Google+ 
KEYWORDS: best practices business coaching customer service training

Share This Story

Looking for a reprint of this article?
From high-res PDFs to custom plaques, order your copy today!

Chapman

Kenny Chapman, "The Blue Collar Coach," is an award-winning industry coach and trainer, as well as founder of The Blue Collar Success Group, a business-development organization for in-home service contractors. He is the author of In-Home Sales Acceleration and The Six Dimensions of C.H.A.N.G.E. and specializes in helping business operators become true business owners. Visit Kenny's website for free sales and leadership resources, or call 877-968-2244 to see how Kenny and the BCSG team can help you improve your company and better your life.

Recommended Content

JOIN TODAY
to unlock your recommendations.

Already have an account? Sign In

  • Worker using the Milwaukee Tool SWITCH PACK drain cleaner

    Pipeline profits: Drain cleaning, pipe inspection create opportunities

    Drain cleaning and inspection services offer lucrative...
    Plumbing News
    By: Nicole Krawcke
  • Uponor employee, Arturo Moreno

    The reinvestment in American manufacturing and training

    Plumbing & Mechanical Chief Editor Nicole Krawcke and...
    Plumbing News
    By: Nicole Krawcke and Natalie Forster
  • March 2024 Women in Plumbing hero image of woman engineer overlayed by circle of hexagon shapes with numbers from 1 to 10

    Celebrating 10 Influential Women in the Plumbing Industry

    Celebrating Women's History Month and Women in...
    Plumbing News
    By: Nicole Krawcke
Subscribe For Free!
  • eNewsletters
  • Online Registration
  • Subscription Customer Service
  • eMagazine
  • Manage My Preferences

IPEX celebrates grand opening of new Florida distribution center

IPEX celebrates grand opening of new Florida distribution center

NIBCO Press Solutions

NIBCO Press Solutions

Bell & Gossett Illustrates Path to Net-zero at AHR Expo

Bell & Gossett Illustrates Path to Net-zero at AHR Expo

AI can boost efficiency and profitability for plumbing, HVAC contractors

AI can boost efficiency and profitability for plumbing, HVAC contractors

More Videos

Sponsored Content

Sponsored Content is a special paid section where industry companies provide high quality, objective, non-commercial content around topics of interest to the Plumbing & Mechanical audience. All Sponsored Content is supplied by the advertising company and any opinions expressed in this article are those of the author and not necessarily reflect the views of Plumbing & Mechanical or its parent company, BNP Media. Interested in participating in our Sponsored Content section? Contact your local rep!

close
  • J.J. Keller CMV vehicles on road
    Sponsored byJ. J. Keller & Associates, Inc.

    The dash cam game-changer for small business safety

Popular Stories

Figure 1 is a sketch of the flow problems of the current plumbing system.

Hydronic heating glitch solved: Why adding a circulator won't fix primary loop flow issue

The interior of a government building.

President Trump signs executive order promoting skilled trades and apprenticeships

Underfloor heating installation with drain sewer hole in bathroom close up on water floor heating.

Using hydronics to leverage time-of-use electrical rates

PM BEMIS June 25 Free Webinar: Optimizing Plumbing Solutions for Single-Family, Multi-Family & Public Spaces

Events

November 13, 2024

Future Proofing MEP: Navigating the 2026 High Efficiency Water Heating Standards

Join our deep dive into DOE’s new standards so you can future-proof your MEP practice.

EARN: 0.1 ASPE CEU; 1 AIA LU/HSW; 0.1 IACET CEU*; 1 PDH

View All Submit An Event

Poll

Will business be up or down in 2025?

Do you anticipate business in 2025 to be up or down in comparison to 2024?
View Results Poll Archive

Products

The Water Came To A Stop

The Water Came To A Stop

See More Products

Download the FREE Water Conservation, Quality & Safety eBook: Plumbing Trends Increasing Safe Water Availability

Related Articles

  • Kenny Chapman

    Avoid these Top 5 training mistakes to become a more effective trainer

    See More
  • Chapman

    Tips to help techs retain and use their sales training

    See More
  • Chapman

    You’re never too busy to lead your team

    See More
×

Keep your content unclogged with our newsletters!

Stay in the know on the latest plumbing & piping industry trends.

JOIN TODAY!
  • RESOURCES
    • Advertise
    • Contact Us
    • Directories
    • Store
    • Want More
    • Supply House Times
  • SIGN UP TODAY
    • Create Account
    • eMagazine
    • eNewsletter
    • Customer Service
    • Manage Preferences
  • SERVICES
    • Marketing Services
    • Reprints
    • Market Research
    • List Rental
    • Survey/Respondent Access
  • STAY CONNECTED
    • LinkedIn
    • Facebook
    • Instagram
    • YouTube
    • X (Twitter)
  • PRIVACY
    • PRIVACY POLICY
    • TERMS & CONDITIONS
    • DO NOT SELL MY PERSONAL INFORMATION
    • PRIVACY REQUEST
    • ACCESSIBILITY

Copyright ©2025. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing

search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!