Bold White & Blue Episode 12: Behind the Call

Описание: In this episode of the Bold White & Blue Podcast by Ace Plumbing, Electric, Heating & Air, Josh & Justin bring on their second guest, this time from the office side of the company — Madison, Ace’s CSR and Customer Service Manager.

When most people think about a home service company, they picture the technician at the door… but long before that moment, everything begins with a phone call. This episode is all about what happens behind the call — and the person helping guide customers through some of the most stressful moments they experience in their homes.

Madison shares what it’s really like being the front line of communication at Ace, including:

What she’s learned about people through thousands of daily interactions

How to mentally reset quickly when one difficult call ends and the next begins

How to handle upset customers with empathy while also supporting and defending the technicians in the field

The behind-the-scenes work customers never see — scheduling, dispatching, problem-solving, and keeping everything moving

Funny, memorable, and unforgettable phone calls she’s taken over the years

Why great customer service isn’t just answering the phone — it’s leadership, care, and calm under pressure

This episode is a reminder that Ace isn’t just trucks, tools, and job sites — it’s people. Real voices. Real relationships. Real care from the very first call. That's the baseline of protecting & perfecting.

Meet the voice behind the scenes.

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