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 –
LinkedIn –

Recent Episodes

business development
View episode

Shannon Hames, the Director of Business Development, Hull & Chandler, P.A., joins hosts Greg Crumpton and Gabrielle Bar on this episode of “Straight Outta Crumpton” to explore Shannon’s transition from non-profit endeavors to a pivotal role in the legal industry. She sheds light on the unique challenges and strategies of business development within a […]

leadership succession
View episode

In today’s rapidly evolving business landscape, small and medium-sized enterprises (SMEs) are increasingly grappling with the challenges of leadership succession. This issue is heightened by a significant demographic shift, as baby boomers retire in the United States, altering the dynamics of the workforce. Against this backdrop, this episode of “Straight Outta Crumpton” sees […]

steam boilers
View episode

In the complex world of hospital maintenance, how do steam boilers stay efficient and compliant amidst the labyrinth of water treatment regulations? The latest episode of the Chem-Aqua podcast “Water Solutions“ explores the role of neutralizing amines in preventing corrosion in hospital steam systems.  This episode highlights not just the science behind these compounds but […]