03/11/2026
Good morning, Eagle! 🦅
Today for our Culture Meeting, Fernando Silva and Luis Sierra introduced us to our topic of "Customer Emotions."
🔵Michelle Venable opened up our meeting noting how she is one of the first point of contacts for customers. Whether its calling, emailing or coming into the office. She answers their questions, and if there is something they need further, than she sends them to someone who can help them more, like the estimators, production, or higher ups. She makes sure when sending closeouts when jobs are done, she has all the documents she needs, and if not, she talks with the estimators to make sure she has what she is missing to send to the client. We are all the driving force of the company, and it shows in those first moments on the phone or on the jobsite. 🙋♀️
🔵Mark Soriano elaborated on if a customer calls, they are looking to have something resolved and trying to find the best fit for their job. When they call, Michelle identifies what they need and gets them to the right person. This is where he comes in. He listens to what they need and gives them the information they are looking for. He makes sure that he is giving the customer a good feeling about choosing us and what we can provide them with. He makes sure that when they arrive on the job site, he introduces himself, the supervisor and the crew, letting them know if they have questions or needs, these are people to contact with any questions. We need to always make sure the customer has a good feeling from start to finish.
🔵Luis Sandoval recognized that Michelle and Mark make the customer feel confident and comfortable in choosing our company. When answering any questions or concerns, make sure we are answering with confidence. From start to finish, we are making them feel happy about choosing our company and building that relationship with them. He said it's like choosing a car jack. You go with one hoping it works the best for you, and it works great, then after that one gets old, you go buy the same exact one because of how well you had confidence in that product. If the customer is happy, then we are happy. 😁
🔵Mario Garcia wrapped up our meeting emphasizing that as a technician you don't always talk to the customer. If you introduce yourself and pay attention, the customer can feel confident that they can ask you a question if they need to. If you have all the information, brainstorming, and professionalism, this will help when you have to problem solve. Have empathy with the customer. We strive in our quality of work. 🤝
Thank you for a great meeting and to all those who participated. As always, 🔹stay safe and stay well 🔹.
