Nexstar Classes and Education in the Trades

Newsroom | 3 min read | July 12, 2024

I grew up with a father working in the trades. I watched him work tirelessly to build homes and provide for his family. I also had a heart for learning and big, Harvard-sized dreams of going to college. I wanted to learn it all, whether it was biology, astrophysics, or art. I just knew I wanted to further my education. Even though I began planning for that path as a student, I eventually found myself in a relationship with my high school sweetheart. I quickly married after school, had a baby, and put my plans for college aside. I instead decided to help contribute to our family’s income by going to work.

I followed in my dad’s blue-collar footsteps and began working in the trades as an Office Manager at Donnelly’s Plumbing Heating and Cooling in Lansdale, PA. This company also happened to be a Nexstar member. I was blessed to be hired by someone who wanted to develop and bring out the best in others. This was a smart business move – when you bring out the best in others, you bring out the best in your business.

*Jennifer helping her father at work – she’s sitting in an office drawer helping him pay the bills!*

It was there, working for a company in the trades, that I was exposed to Nexstar best practices, including one-on-one coaching and training classes.

I remember sitting down with the owner during one of our 1:1s. He presented me with the opportunity to attend my first Nexstar Call Center class. I was nervous but also excited to meet my peers and bring back some knowledge to my company. I said yes, booked my flight, and packed my bags.

I didn’t know what to expect, but when I arrived for the first day of training, I felt something immediately shift in me. This wasn’t just a class; it was a world-class experience. I wasn’t only learning business material; I was also connecting with my network of professional peers. I was drawn into stories by the skilled trainers. I left the class no longer believing I was “just an office worker,” but a professional partner in growing my company’s business. I still have my first Call Center training book!

I brought back my knowledge, debriefed with the owner, and shared what I had learned. With support from the owner, I helped the company build their call center from the ground up. Ten years later, that owner was able to retire at a much younger age than my father and sold the business.

I went on to participate in several other Nexstar classes and workshops while at the plumbing company. All of it eventually brought me back to Nexstar as a coach. The business owner and the classes both changed my life.

When I’m on introductory coaching calls, I’ll sometimes introduce what Nexstar is by saying, “There is no Harvard for plumbing. However, Nexstar offers world-class training opportunities. They will change your life.” Not just for your leaders and service technicians, but also in your call center. The only ceiling on your learning is you.

If you’re on the fence about sending one of your staff to training, consider making the investment in them. You’ll also be investing in yourself. When you offer education and focus on bringing out the best in others, you’ll see how they bring out the best in both you and your business.

If you’re curious about Nexstar Network and are interested in joining our membership, please click here to learn more!

*Jennifer at a team meeting at Donnelly’s Plumbing, Heating, and Cooling.*

*Jennifer at Champion Plumbing in Oklahoma – she was facilitating an onsite visit with the CSR team.*

Jennifer Frith has over 10 years of experience in customer service in the trades. She’s been a customer experience coach with Nexstar for over 3 years and works with members to empower their front-line customer service representatives through one-on-one coaching and training. Her passion is found in empowering others to become their very best.

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