Episode 334

Building a compelling business case for service investment requires strategic thinking, organizational awareness, and smart storytelling. 

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Carrie Toth, Vice President of Customer Experience at Generac Power Systems, about proven best practices for securing investment in service initiatives and her journey as a female leader in a traditionally male-dominated industry. 

What You'll Learn

• How to assess organizational culture and stakeholder priorities before proposing service initiatives 
• The importance of building relevance and visibility to earn your voice in the organization 
• Why smart storytelling matters: speaking the language of business to gain support 
• How to use the "land and expand" approach to prove value before requesting larger investments 
• The balanced approach to using lean methodology without over-engineering processes 
• Why having dedicated continuous improvement resources is crucial for service organizations 
• How to navigate career growth in service leadership, especially as a woman in manufacturing 
• Why horizontal career moves can be as valuable as vertical advancement for long-term success 
• The importance of mentorship and vulnerability in developing future service leaders 
• How to overcome imposter syndrome and build confidence in leadership roles 

About the Guest(s)

Carrie Toth is the Vice President of Customer Experience at Generac Power Systems, bringing extensive expertise in service leadership and customer support operations. With a diverse background spanning highly engineered products and commodity-based offerings across B2B and B2C sectors, she has consistently driven excellence in service and support teams throughout her career. In this episode, Carrie shares five essential best practices for building compelling business cases for service investment, drawing from her experience leading complex support operations and implementing continuous improvement initiatives. Her approach to combining lean methodology with practical business sense, while fostering cultural transformation in service organizations, has helped drive significant improvements in customer experience and operational efficiency. As a seasoned leader in traditionally male-dominated manufacturing and B2B industries, Carrie also offers valuable insights on career development and mentorship in the service sector. 

Follow Along

• [00:00] Intro: Five Best Practices for Building Service Investment Cases 
• [00:39] Career Journey: From Service Teams to VP of Customer Experience 
• [04:00] First Practice: Assess and Observe Before Taking Action 
• [07:54] Second Practice: Building Relevance to Earn Your Voice 
• [10:14] Third Practice: Mastering Smart Storytelling in Service 
• [15:24] Fourth Practice: The Land and Expand Approach 
• [18:12] Fifth Practice: Balancing Lean Methodology with Common Sense 
• [27:29] Women in Service: Breaking Barriers and Creating Paths 
• [33:30] Leadership Insights: Career Growth Beyond Vertical Paths 
• [42:20] Key Takeaways and Closing Thoughts 

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