Today we dig into what separates checking the box from true skill development. Whether you’re leading the training or sitting in the seat, the mission is the same—make it stick and make it matter.

We break down the classic and wildly effective “I do, we do, you do” framework and answer the one question most companies never ask:

👉 “How do you know training actually took place?”

You’ll walk away with:

• A simple format for creating real behavior change
• What great trainers do that average trainers don’t
• How to take ownership of your own development—even if the training isn’t great
• A filter for deciding if today’s session was worth your time

Slow is smooth. Smooth is fast. Training doesn’t work unless somebody gets better.

Have a Question? - Submit your questions to chrish@nexstarnetwork.com

“My Customers Think I’m Salesy—What Can I Do?”

If customers are labeling you as “salesy,” it’s not a personality problem—it’s a process problem.

In today’s Question of the Day, I break down practical ways to shift perception without changing who you are.

In this episode, we cover:

• How using your process scorecard builds transparency and credibility
• Why having your manager ride along can sharpen awareness and execution
• The value of riding with top performers to see what “non-salesy” really looks like
• The most important principle: bringing the customer with you instead of talking at them

I spend the majority of this episode on how to engage customers in the process—how you explain what you’re doing, how you involve them, and how you make them part of the decision.

If you’re getting resistance or feel like customers are putting their guard up, this episode will help you shift from “selling” to serving—without losing control of the call.

Have a Question? - Submit your questions to chrish@nexstarnetwork.com

Mistakes happen — even to the best techs, comfort advisors, and leaders. In today’s episode, we dig into how to prevent errors in the first place by tightening up your process, your communication, and your handoffs. Then we shift gears and talk about what to do when the ball actually does get dropped.

I walk through a simple approach to owning the mistake, fixing it fast, and rebuilding trust using the Service Recovery Paradox — the powerful idea that a customer can end up more loyal after a mistake is handled exceptionally well.

If you’ve ever had that sinking “oh no…” moment on a job or with a customer, this one gives you the tools to recover, reset, and even come out stronger.

Have a Question? - Submit your questions to chrish@nexstarnetwork.com