The Reputation Gap: Fixing the Customer Alignment Disconnect

Director of Technical Operations Zachariah Boardman returns to share HomeShield Pest Control's strategy for achieving total customer alignment across their teams. Zach shares how he identified a crucial gap between sales, service, and support efforts after reviewing his company’s online feedback. He introduces his "Three S's" framework to bridge this divide, emphasizing that selling should feel like an extension of support and education, not a transaction. Zach dives into best practices for follow-through (not just follow-up), the importance of active listening and mirroring the customer's communication style, and how intentional micro-trainings can sharpen staff skills, ultimately improving retention and reputation.

Join us as we discuss: 

• [3:37] The customer service and sales gap in dealing with online reviews

• [12:19] The critical difference between customer “follow up” and “follow through”

• [17:46] Best practices for handling a public negative customer review

Check out these resources we mentioned during the podcast:

• Register for Ignite 2026

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