Episode 36: Combine Analytics & Psychology to Hire Great CSRs w/ Kathy Nielsen

Within her first 2 weeks of working in the trades, Kathy Nielsen had started helping Schaal Heating & Cooling scale up to a $6M valuation. Her own business, Operations Excellence , was founded on the same principles: Stay organized and hire great people. In this episode of Toolbox for the Trades, Kathy joins us to talk about… How she combines analytics with psychology to hire the best people for the job What kinds of behaviors to look for in customer service reps (CSRs) Tips on creating effective systems & procedures within the trades Common mistakes she sees other industry leaders making Resources mentioned: Innermetrix Armchair Expert chickenladyspeaks.com If you want to hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts , Spotify , or here . Know a business that could use a bit of muscle from ServiceTitan? Refer them here! Hosted on Ausha. See ausha.co/privacy-policy for more information.