ServeCentric Coaching

What do you dream about? Great clip from social media visionary Shon Christy. We are all in the business of people. Selling is learning what people want in life and helping them achieve it. #resourcebroker #stopselling #starthelping

Earlier this week, I was privileged to speak at the Mechanical Service Contractors of America (MSCA) National Conference at the historic Broadmoor Resort in Colorado Springs. Around 25 minutes into my first of two 90-minute breakout sessions, the power to the screens projecting my slides went down, leaving the audience with blank screens. While everyone in the room looked at me with a sense of uncertainty, I had a choice: pause awkwardly and wait for the AV team or push through confidently. I smiled and said to myself, “Let’s go." I briefly recapped my first two points before continuing forward as if it had never happened, relying on my passion and connection to the audience to get me through. Before long, the technical issue was resolved, and the screens came back to life. I quickly re-synced my presentation to align with where I was in my talk and continued from there. Afterward, at the closing dinner party, several attendees approached me to share their feedback. Many said the most impactful part of my presentation wasn’t the content but how I handled the setback. They appreciated how I stayed composed, adapted to the situation, and confidently continued. This experience reminded me that setbacks are opportunities to demonstrate our resilience; our response makes all the difference. Proper preparation prevents poor performance, and because I knew my material and was confident in my delivery, I didn’t need the slides—they were just an enhancement. Whether it’s blank screens or life’s unexpected challenges, the key to overcoming adversity is staying prepared, remaining positive and calm, and always moving forward with a smile.

I had a great conversation with Michael Goetz about the state of service in the #hvac industry. Thanks for joining me! Northrich Company https://lnkd.in/grMQMB-Y

Next on The People Business, Michael Goetz will join me to discuss the future of the #HVAC manufacturer rep business and how his Northrich Company team is preparing for it.

“The brands that will survive the next decade will be the ones that remained relentless with their hiring standards.” In the trades, I believe the companies that ultimately THRIVE over the next decade will be the ones that created and stayed disciplined to those same standards. Hiring anyone with a pulse is so easy but almost never pays dividends. I love this insight from #CX mentors John R. DiJulius III and Dave Murray, shared in their recently released book, The Employee Experience Revolution. The Employee Experience Revolution: Increase Morale, Retain your Workforce, and Drive Business Growth https://a.co/d/7OA6oQv

The ability to deliver efficient, pleasant service that meets and exceeds customer expectations isn’t something traditionally taught in school. While we would never send someone to install or repair equipment without proper technical training, we often send employees into the field without any formal customer interaction training. Customer interaction training goes beyond basic customer service—it’s about understanding how customers perceive every aspect of the service experience. It’s not just about resolving an issue; it’s about shaping a positive perception, managing expectations, and building lasting trust. Frontline employees who can master both their technical expertise and these interpersonal skills are the ones who will truly make customers’ lives easier. This is where the next competitive battle for business will be won: by having employees who can solve problems and leave customers feeling valued, understood, and satisfied.

The Most Important Lesson I Learned in My First Management Role🔽 When I was promoted to my first management position after a successful career in sales, I assumed my job would be straightforward: motivate the team, set targets, and get everyone in line. After all, that’s what management is, right? I quickly learned that I was wrong. Management isn’t about giving orders or exerting control—it’s about building something bigger than yourself. It’s about developing people. Today’s knowledge workers don’t respond to old-school command-and-control tactics. Instead, they need leaders who are educators, mentors, and coaches. Here’s the real issue: Most managers don’t receive the proper training to develop, coach, and emotionally engage their teams. Why does this matter? Because 75% of employees leave not because of the company—but because of their direct managers. Those who “quit and stay,” becoming disengaged, do so mainly due to poor management. The success of any organization rises and falls with its management. That’s why we’re on a mission to help companies transform their leadership teams through practical management training and development. It’s time to invest in managers who build people up—because when they do, everyone wins.