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Valerie Heck: From Struggle to Success in the Trades Industry

⏱️ 24:13 🎤 Cassie Pound, Valerie Heck, Heather, Leslie Harpole
AUDIO EPISODE
Valerie Heck: From Struggle to Success in the Trades Industry
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Chapters

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  • 3:20
    Valerie's Journey to Trades
    Valerie recounts her journey into the trades, starting from an answering service and transitioning to HVAC and plumbing companies.
  • 7:56
    Overcoming Addiction
    Valerie bravely shares her past struggles with addiction and how becoming a mother motivated her to change her life.
  • 15:37
    Importance of Self-Advocacy
    Valerie emphasizes the importance of being one's own best advocate and how it leads to better service for others.
  • 18:25
    Role at Cole Air
    Valerie describes her diverse responsibilities at Cole Air, including process implementation and team coaching, dubbing herself the 'Ambassador of Fun'.
  • 23:14
    The Culture at Cole Air
    Valerie expresses deep appreciation for Cole Air's supportive and family-like culture, highlighting the leadership of Ruben.
  • 27:01
    Balancing Work and Family
    Valerie explains how she and her husband manage to balance their demanding work schedules at Cole Air with family life.
  • 30:31
    Cole Air's Growth and Vision
    Valerie discusses Cole Air's rapid growth, new locations, and continuous hiring efforts, emphasizing their customer-centric philosophy.
  • 37:05
    Making a Difference in Any Role
    Valerie and Cassie discuss how individuals in any position can make a significant impact on their company's success.
  • 40:00
    Innovation in the Call Center
    Valerie details innovative strategies implemented in the call center, such as customer report analysis and targeted outreach.
  • 45:27
    Networking and Support in Trades
    Valerie expresses gratitude for the supportive community of women in the trades and encourages others to seek out mentors.

Speakers

C
Cassie Pound
Host
V
Valerie Heck
Cole Air
H
Heather
Host
L
Leslie Harpole
Host

Key Takeaways

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Implement strategic processes in call centers to set technicians up for success and enhance the customer journey.

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Utilize job tagging and customer reports to personalize outreach and follow-up, especially for seasonal and indoor air quality needs.

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Structure teams for efficiency, holding regular one-on-ones and leadership meetings to address inefficiencies across departments.

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Separate inbound and outbound call center operations to ensure 24/7 coverage for emergencies while maintaining human empathy.

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Develop a strong brand identity and culture that fosters a sense of family, appreciation, and growth for all employees.

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Encourage employees to vocalize ideas and innovations, recognizing that valuable contributions can come from any position.

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Emphasize continuous learning and certification for personal and professional growth within the industry.

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