Why We Invested in Training with EJ
Recently, our team had the privilege of hosting our dear friend EJ from EJ’s Appliances in Lexington, Kentucky for a weekend of learning, conversation, and growth here in New Bern.
EJ is the owner of a highly respected appliance service and sales company, and we’ve had the privilege of being in a mastermind group with him for about four years. During that time, we’ve seen firsthand the level of professionalism, integrity, and care that he brings to both his business and his customers.
So when he agreed to come spend a weekend training our team, we knew it would be special.
And it absolutely was.
But the most powerful part of the experience wasn’t technical training, like you might think. It was something much deeper.
It was about serving customers the right way.
Service Before Sales
A few weeks before EJ visited, Joe gave a presentation at one of our networking groups about something we believe strongly:
Sometimes the best solution for a customer (and the environment) is service, not replacement of a faulty home appliance.
In many industries today, the default solution is to replace everything immediately. But the truth is, replacement is not always the best option for the customer. Plus, when you consider the indirect impacts of buying new (materials, energy, manufacturing supplies, transportation, bulky waste, and electronic waste) service is something we should all consider before jumping straight to replacement.
The real responsibility of a service professional is to guide you to the best decision for you, not the decision that benefits the business the most.
That philosophy sits at the heart of EJ’s training.
He teaches that sales should never feel pushy, manipulative, or uncomfortable. In fact, he shared something during training that really stuck with our team:
Sales should be a service.
When done properly, helping you make the right decision isn’t selling at all. It’s simply helping you solve your problem.
Trust Starts Before We Ever Arrive
One of the biggest takeaways from EJ’s training is something we talk about often with our team:
Trust begins long before we step inside your home.
Before one of our technicians ever knocks on your door, you have already formed an impression.
You may have:
Looked at reviews
Visited our company website
Asked your neighbors for recommendations
Spoken with someone on the phone
Seen our company vehicle in your neighborhood
Every one of those moments builds (or breaks) trust.
As EJ explained during training, something we all want is to do business with people we know, like, and trust.
That means professionalism matters at every step.
From how our phone is answered…
To how our technicians introduces themselves…
To how clearly your options are explained to you.
All of it matters.
Meeting You Where You Are
Another powerful concept EJ shared is the importance of meeting your where you are.
Every household is different.
Some customers want the most economical solution.
Some want the fastest solution.
Some want to replace their appliance because they were already planning a kitchen upgrade.
Others simply want to keep what they have running as long as possible.
Our role isn’t to decide for you.
Our role is to present your options clearly and honestly and help you make the decision that fits your situation.
When one of our technicians becomes a trusted advisor instead of a salesperson, your entire interaction changes.
The conversation becomes collaborative instead of transactional. And that’s what we want for you!
The Word That Came Up Again and Again
If there was one word repeated throughout the entire training, it was this:
Trust.
Trust is the foundation of everything we do.
When you invite us into your home, you are placing enormous trust in us!
You trust that our technician will:
Be honest
Respect your home
Offer the best advice
Help you make a good decision
And that responsibility should never be taken lightly. At Cavalry Appliance Service, earning your trust means everything to us.
EJ emphasized that the best way we can serve you is to advise you the same way we would advise someone we love- to treat you the way we would treat our own family.
Not based on what benefits us as a company.
But based on what is truly best for you.
That mindset is the difference between being a customer-focused service provider and a self-focused service provider.
Investing in Training to Serve YOU Better
One of the reasons we were so excited to host EJ is because we believe strongly in investing in training for our team.
But that training isn’t just about technical skills.
Of course technical knowledge matters.
But equally important are the people skills that help us serve you well:
communication
professionalism
listening
empathy
transparency
Because at the end of the day, our work isn’t just about appliances.
It’s about people.
And we want the wonderful people in our service area to know something important:
We invest in training like this because it helps us serve you better.
A Weekend We’ll Never Forget
Hosting EJ in New Bern was an absolute joy.
Our team learned so much, but even more importantly, it reinforced the values that guide our company every day.
Service to the Community
Professional Development
Perseverance
Honoring God with our Actions
We are incredibly grateful for the time he spent with us and the wisdom he shared.
And we also want to give a big thank you to his wife, April, for letting us borrow him for the weekend!
EJ is not only an incredible business owner, he’s also someone who truly cares about helping other businesses grow and serve their communities well.
And our team is better because of it.
P.S. If you’re a business owner who believes in professionalism, trust, and putting customers first, his training is something special.
You can reach EJ at https://ejsappliances.com/ and talk to him about visiting your business.