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Listening Time 28 Minutes


With Terence Chan and Kimberly Towers

Episode Overview

In this episode of Masters of Home Service, host Adam Sylvester talks about the importance of customer service strategies with Terence Chan (Impetus Plumbing) and Kimberly Towers (Red Rose Cleaning).

Show Notes

– Is the customer always right? (01:15)

– How to balance taking care of staff and customers (02:48)

– Delivering the best customer service strategy through process (04:10)

– The outcome of fulfilling your promises to clients (06:25)

– Using process to see problem clients coming a mile away (07:25)

– How to measure customer happiness and get 10-star reviews (09:08)

– Pros and cons of automating the customer review process (11:01)

– Getting useful feedback out of quiet clients (12:27)

– How Jobber can help you manage clients and keep them happy (14:24)

– Meeting changing customer expectations (15:08)

– How a single five-star review can grow your business (17:30)

– Boosting employee morale by sharing reviews (18:58)

– Dealing with negative customer reviews (19:33)

– Using negative feedback to improve processes and get better (21:45)

– Start using process checklists for consistency (24:37)

– Customer experience mistakes and pitfalls to avoid (25:15)

– TL;DR: Adam’s top takeaways: deal with bad reviews, build processes, take care of your team (26:11)

– BONUS TIP: Do regular surveys with routine clients (27:03)

About the speakers


Adam Sylvester


Instagram: @adamsylvester

Adam started Charlottesville Lawn Care in 2013 and Charlottesville Gutter Pros in the fall of 2020, in Charlottesville, VA. He likes to say, “I do gutters and grass! When it rains the grass grows and the gutters leak!” He got into owning his own business because he saw it as a huge opportunity to generate great income while living a life that suited him. He believes that large companies can make a serious impact on their communities and on every individual it touches, and he wanted to build a company that could make a big difference. His sweet spot talent is sales and marketing with a strong passion for building a place his team wants to work. Adam values his employees and loves leading people. While operations and efficiency is not something that comes naturally to him, he is constantly working to improve himself and his business in these areas. 


Terence Chan

Impetus Plumbing and Heating, Ltd

Instagram: @the__impetus
TikTok: @the__impetus

Terence Chan is the founder and president of Impetus Plumbing and Heating, Ltd based in Vancouver, BC, which he started in 2014. The company provides residential plumbing and heating services. He is a young, aspiring entrepreneur who loves working with his hands and constantly tries to improve his craft and his trade. He has a special interest in social media marketing, and he’s made it a focus for his whole team. When he’s not working with his tools, he’s in his creative space making content for his viewers. His goal is to change the world’s perspective on blue collar trades and show people what plumbing and heating is all about.


Kimberly Towers

The Red Rose

Instagram: @TheRedRoseMN
Facebook: @TheRedRoseMN

Kimberly Towers is the owner of The Red Rose, a residential and commercial cleaning company in Minneapolis, MN. In January 2021, after 10 years of work experience in home service, and during an unprecedented pandemic, she took the exciting step into business ownership and bought the company. She is proud to operate a Black-owned business in the Twin Cities that serves the community in a meaningful way. With The Red Rose, Kimberly is able to provide stellar service and create great jobs in a high-performing and enjoyable work environment, while making sure business profits go towards making  positive change in Minneapolis. 

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