Conversations from The EDGE: Misunderstanding the Term “Service Industry”

October 15, 2019
Sean Heath

 

In the business world, there are a few phrases that are mainly used out of habit, without really considering the root meaning of the words being put together. On this episode of Conversations from The EDGE by Service Logic, Elizabeth Barber, Service Manager for Service Logic, had a thoughtful conversation with host Sean Heath as they discussed exactly that concept.

“Any time there is business being done, there is ‘service’ being given,” said Barber. “You have customer service at your local Starbucks or Dunkin Donuts. And you have customer service all the way up to when you buy a million-dollar home. Those are very different industries and the service is not separate from the industry in which it is in.”

For Barber, ‘serving’ is a synonym for ‘solving.’

“Getting good service is not always ‘the customer is always right’ sort of philosophy. Good service is when you feel like somebody cares about what is going on,” she said. “I often believe that sometimes you make your biggest advocates when you take a situation that was going sideways and you make it right for them.”

In her experience, focusing on the personal relationships facilitates the professional transactions. “I always like to say that my job is not really related to HVAC, my job is communication. If I communicate properly, to the right people, at the end of the day, the HVAC work gets done.”

For the latest news, videos, and podcasts in the Building Management Industry, be sure to subscribe to our industry publication.

Follow us on social media for the latest updates in B2B!

Twitter – @BuildingMKSL
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Recent Episodes

Trades industry
View episode

In a rapidly evolving data center industry, cooling technologies are finally taking center stage, driven by the rise of AI and other high-density computing needs. In the latest episode of Straight Outta Crumpton, Saqib Ashraf, Director of Solutions Architecture at CPG, shares insights on the future of data centers as well as the challenges…

Employee Safety International SOS
View episode

With recent global events emphasizing the importance of employee safety, companies are increasingly focused on how to protect their staff while they travel for work. From the resurgence of health crises to geopolitical tensions, the need for robust travel safety protocols has never been more critical. This analysis is particularly relevant now as businesses…

Smart locker systems
View episode

In an era defined by the need for convenience, efficiency, and contactless interactions, the adoption of smart locker systems across various sectors—from universities and ecommerce giants like Amazon to governmental agencies—is on the rise. This modern delivery method is proving pivotal in enhancing consumer experiences and streamlining organizational operations. As organizations continue to navigate…