Everyone would love to have raving fans — and today’s guest knows the feeling. Tom Burgoyne has had a 30-year career as the person behind the Phillie Phanatic — the most popular mascot in sports. In this episode, Tom talks to Victoria and Mark about what the Phanatic has taught him about the importance of
In this article, Tim Faller, Remodelers Advantage’s Senior Consultant, discusses how kinder, gentler remodeling makes for a better work atmosphere and could lead to referrals. Common Courtesy “The problem with common courtesy is that it’s not too common.” Remember that old saying? It’s true on the roads and in many workplaces. However, in these tough
An article recently written by Tim Faller and published in Remodeling Magazine. A few year ago I experienced firsthand what many clients dread: a poor-quality job and the company’s failure to respond to requests to fix it. A home improvement company completed a siding and gutter job for my parents, but water ran behind the
If you’ve ever visited any Disney theme park across the globe, you may think nobody does customer service and experience like Disney. Although the execution is complex, the baseline concepts are quite simple. In this episode, Pete Blank shares customer-service strategies from Disney with Victoria and Mark, and shows you how to apply these lessons
Howard Prager joins the show to talk about how memorable leadership can help retain good employees, increase productivity and improve customer service. He outlines his VIP model of leadership, which is easy to apply, proven effective, and will help create a company with which customers will want to do business and employees will want to
Guest Dee Ann Turner discusses her experiences as a senior executive in human resources at Chick-fil-A to owning her own company and becoming a bestselling author. Dee Ann provides an excellent outline for any business to interview and find extraordinary talent. She also talks about the current day workforce and how to be disciplined in
I’ve been talking for a long time about the importance of a great client experience. I got some insight recently that reinforces what I’ve been trying to get across to Production teams all over the country. I was with a contractor who’s having his own house built. He is subbing it out, not trying to
We’re making a list and checking it twice, to bring you our last edition of book recommendations for this year from our staff, facilitators, and Roundtables members. Add these selections to your own reading list or to your holiday gift list — to give or get. The recommendations run the gamut from business to fiction,
Creating a successful remodeling company, one that’s profitable year in and year out, isn’t easy. That’s where LEAN comes in. You can look to many well-known companies for signs of how they incorporate LEAN practices and principles into their processes — and how that positively affects the customer experience. Every day, we experience situations that have processes that are anything
As a business owner, it seems like you manage everyone — your staff, your crews, your kids, your pets. But if you — and especially your designers — aren’t managing your customers, says Chip Doyle, you’re wasting time and losing out on potential profits. In this episode, Victoria, Mark and Chip discuss how to break
The Great Recession gobbled up a whole slew of remodeling companies, but more of them fail during an economic expansion than during a contraction. Growth is great, but it’s risky, and knowing how not to grow will put you ahead of the game. In this hot market, there are so many opportunities, you can get ahead of
The Locus of Control is a concept that highlights one’s ability to control the outcomes and events in their lives. When applied in a business, The Locus of Control can increase productivity, and breed ownership and support. The Tim Faller Show welcomes back guest Jef Forward, to share his experiences surrounding the locus of control
Reviewing employees in the remodeling world is, at best, a struggle. It is often an employee’s opportunity to ask for a raise and an employer’s opportunity for frustration. Tim Faller joins Mark and Victoria to talk about the necessary fundamental shift in the employee review process. Tim makes the transition from podcast host to guest
As a society, we spend nearly four hours daily on our smartphones, a 59% increase compared to just two years ago. The total amount of time each person spends in front of all media per day is 12 hours and 21 minutes, up 11% over two years, and the amount of time we spend socializing
It’s not about the money, rather the feelings the money can bring. In this episode, Jay Wheeler dives into the psychology of financial management and investing in order to provide listeners with the potential reasons behind the way they may manage money. Whether it’s business or personal finances, Jay describes how to better manage your