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Your people are your product

People are your product Your first human touch point is your call taker/dispatcher The second human touch pointis your plumber Start by hiring well; identify the traits you want for each position Regardless of how well you hire, constant reinforcement is needed If people were tools or trucks, contractors would treat them better As leaders we should strive to treat people like unpaid volunteers

Maya Angelou said, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” How do your customers feel after interacting with your front line personnel?

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