Customer Service - Cross-Sell/Upsell through technicians who had knowledge and insight being on property with the customers.

Made common sense of P3 system of recognizing and rewarding cross-sell/upsell opportunities, including for the first time ever service technicians as they were the group that brought obstacles and common customer complaints to the leaders.

Methodology - Executive Consulting, management consulting, custom eLearning layered in overtime. Ferguson licensed the IP and continued to the process for companies acquired, creating consistency.