Ep. 137: FirstService's Charlie Chase | The Business Lessons of Rejection


Manage episode 226537605 series 2481384
By Bain & Company, Rob Markey, Company partner, and Customer experience expert. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

Rob Markey talks to Charlie Chase, president and CEO of FirstService Brands, which provides property services such as painting, remodeling and storage design through its franchise network. Charlie started as a painting franchise owner in 1982 and went on to start CertaPro Painters, one of the company’s brands.

FirstService uses the Net Promoter System to collect feedback from not only customers, but also prospects who didn't choose his company's services. This allows FirstService's leaders to identify and address weak service experiences.

168 episodes