Service Business Mastery for Skilled Trades: HVAC, Plumbing & Electrical Home Service Redefining Customer Service with AI Tools for Call Centers & Operators | Boris Valkov & Dave Schmidt
Jan 22, 2025
Boris Valkov, CEO of Lace, shares insights on using AI to optimize call center performance, uncover lost revenue, and boost efficiency. Dave Schmidt, Director of Operations at Frederick Air, details his success in transforming booking rates from 75% to 98% using AI tools. They discuss creating a data-driven culture, improving customer service with actionable insights, and the balance between technology and human elements in operations. Their conversation provides valuable strategies for service businesses looking to innovate and thrive.
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Frederick Air's Founding
- Dave Schmidt's father started Frederick Air in 1992, bringing professionalism to a handshake-deal market.
- This included using contracts, logos, and focusing on customer trust, setting them apart in Frederick County.
Demonstrating Value
- Answer unasked customer questions like "Am I safe?" and "Will they care?".
- Demonstrate care through professionalism, from clean trucks to detailed installations, building trust.
Data-Driven Decisions
- Business decisions' quality is directly tied to the information available.
- More and better information leads to better decisions, illustrated by simple routing logic.