In this conversation, Vivek Joshi interviews Andrew Syzek from ATS Automation, exploring Andrew's journey from military service to a successful career in the service industry. They discuss the importance of customer experience, the dynamic relationship between sales and service, and the need for collaboration across functions. Andrew shares insights on becoming an aftermarket champion, the role of leadership in service, and the significance of service maturity and change management. The conversation emphasizes the necessity of storytelling in service delivery and the impact of service on business success.
- 00:00 - Introduction to Service and Career Paths
- 03:03 - The Journey into Service and Customer Experience
- 05:55 - The Importance of Customer Experience in Service
- 08:59 - Sales and Service: The Dynamic Relationship
- 11:58 - Collaboration Across Functions in Service
- 15:04 - Becoming an Aftermarket Champion
- 17:57 - The Role of Leadership in Service
- 20:49 - Service Maturity and Change Management
- 23:56 - Storytelling in Service Delivery
Takeaways:
- Service can be a business as well.
- Sales sells the first one, service sells the rest.
- There's always room for growth in service.
- The importance of life cycle management is huge.
- You need champions for the aftermarket.
- Service experience has an outsized impact.
- You have to over-serve your customers at special moments.
- Change management is key to moving up the staircase.
- Collaboration across functions is essential for service success.
- Understanding customer needs is crucial for effective service.
