From Academics to Plumbing: Jessica Young's Unexpected Journey
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Join hosts Cassie Pound and Heather Bargender-Wavra as they chat with Jessica Young, Operations Manager at Young Plumbing Services, about her unexpected journey into the trade industry and the lessons learned along the way. Jessica shares the crucial role of structured processes in enhancing customer interactions and ensuring technician success. Both Jessica and Cassie stress the importance of HR documentation and fostering a culture of trust to protect employees and nurture a family-like company environment.

This episode dives into the challenges Jessica faced managing human resources and data without an initial business background. She underscores the importance of detailed documentation and learning from industry peers and mentors. The discussion also highlights the significance of personal customer service and maintaining the human touch in an increasingly automated world, offering listeners strategies to differentiate their business and enhance customer connections.

Listeners will gain advice on utilizing CRM tools effectively and providing personalized customer interactions. The conversation emphasizes the benefits of networking, industry support, and mentorship for new entrants and highlights the ongoing preference for personal interaction over AI-driven systems to build trust and reliability in the service industry.

Time Stamps: 0:00 - Introduction with Jessica Young. 0:23 - Special thanks to sponsors. 1:12 - Jessica's journey into trades. 1:49 - Importance of structured processes. 2:10 - Cassie's career transition. 3:08 - Building a supportive company culture. 4:36 - HR documentation and employee safety. 5:17 - Jessica's HR learning curve. 6:42 - Resources for HR guidance. 7:04 - Adhering to labor laws. 8:31 - Customer service and relationships. 11:27 - Personal service vs. AI reliance. 12:01 - Differentiating through customer interaction. 13:15 - Networking and mentorship. 14:24 - Using CRM for customer management. 16:04 - Personal touches in service. 17:32 - Closing thoughts.

Meet Your Hosts:

Cassie Pound is the co-owner of Quality Heating, Cooling & Plumbing in Tulsa, Oklahoma. Connect with her on LinkedIn. https://www.linkedin.com/in/cassiepound/)

Heather Bargender-Wavra has broad expertise in the construction sector, focusing on specialized accounting and strategic business areas like HVAC, plumbing, and electrical systems. Reach out to her to see how she can support your business's growth and efficiency. Connect with Heather on LinkedIn https://www.linkedin.com/in/heather-bargender-16787a13/)

Special thanks to our sponsors for making the show possible:

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• Rilla Voice

https://www.rilla.com)

• Relentless Digital

https://www.relentless-digital.com)

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• Kee Hart Marketing

https://keehartmarketing.com)

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• Forrest Perry Marketing

https://perrymarketing.com)

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This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast https://www.servicebusinessmastery.com/)