Customer Service

Small Improvements, Big Impact

Name: Small Improvements, Big Impact
Uploaded: 2025-05-29T16:32:07Z
Duration: 1 min 17 s
Description: Great service techs don’t wait for complaints, they spot opportunities to improve before residents speak up. This video challenges technicians to reflect on one thing they know could be better and start the conversation. Because quiet residents don’t always mean satisfied ones, and small changes can lead to big results.

Great service techs don’t wait for complaints, they spot opportunities to improve before residents speak up. This video challenges technicians to reflect on one thing they know could be better and start the conversation. Because quiet residents don’t always mean satisfied ones, and small changes can lead to big results.

Soft Skills

Professionalism

Best Practices

Mark Cukro

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Transcript

Something to consider as a service technician is what is the thing, the one thing that you could improve right now that maybe you really know or everybody knows, maybe hasn't really said, but what is the one thing that you could fix or improve or right now, and then go hover a conversation about that.

If you've been in the industry for a while, even if it's for a few weeks or a few months, or a year or two or more, I'm pretty sure there's something that you can think about and say, you know. I think we could do better at this, and then start doing better at that and have a conversation with your supervisor or your manager and look for the small improvements.

But most often, if you look for small, small improvements, you'll do better. But let me say this, quiet customers do not mean you're doing everything perfectly. Most people don't want to complain, and when they do, they just want a solution. And if it's not done in a reasonable amount of time with a wonderful experience, they're hesitant to call in and report a service request.

Sometimes people will just deal with it. So as technicians, we have to make suggestions on our own and look for areas of improvement within our own team and your management team, your service team and your ownership team is counting on you to find things to help improve.