Latest / FWRD: An EasyCare Podcast
How Better Communication Improves Service Performance with Bernie DeGraw
In the latest episode of FWRD, Erick Jauregui speaks with Bernie DeGraw, a senior education developer for MRAA. They discuss the evolution of customer expectations in the marine service industry, emphasizing the significant gap in service compared to sales.
Bernie highlights the importance of communication skills and education for service managers and advisors, noting that these roles must improve customer interactions to enhance service experiences. They agree that the focus should shift towards creating a continuous relationship with customers post-sale, rather than viewing the sale as an…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.