We live in a golden age of data that’s transformed operations in the trades. It’s never been easier to use software to track and analyze information on every facet of your business.

So, it’s sometimes tempting to think you can see the whole picture without ever looking up from your computer screen. 

But even with all the help these tools provide, sometimes getting hands-on out in the field is the quickest path to spotting a problem and solving it.

That’s one of the lessons today’s Toolbox for the Trades guest, Eric Falconer, has learned during his time as operations manager (and slogan-coiner) at Dutton Plumbing.

Eric also talked about:

-How to improve communication between the office and the field

-How to better empathize with your customers

-Why a dispatcher’s behavior matters as much as a technician’s

-His mom’s reaction when he dropped out of college to pursue a career in plumbing

If you want to hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts, Spotify, or here.

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