177 The One Where Disney Meets Water Treatment

 What creates excellent customer service experiences resulting in clients becoming passionate fans of your company? What if some simple steps could change a client’s experience with your company from mediocre to magical; would you take them?   Today my lab partner on Scaling UP! H2O is Dennis Snow. Dennis honed over 20 years of customer service …

138 The One That’s All About Cooling Towers – Part 2

Last week we heard from Evapco’s Brett Alexander.  Brett explained the inner workings of all types of cooling towers and how we can tell the differences between them.  We also discussed the different metallurgies that these devices are made of.  If you didn’t get a chance to listen to last week’s episode, please do so.  It is a great baseline on cooling tower knowledge.  Today, Brett is back, and …

131 The One About Standard Operating Procedures

Nation! Are you as excited as I am about Standard Operating Procedures (SOP’s). I’m guessing probably not. There was a time where I didn’t get very enthusiastic about them either, but they have changed my life. I promise, they did!  SOP’s are the specific items that have to be completed in order to perform a particular task or duty. …