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Applying Continuous Process Improvement to Increase Customer Loyalty
It's just as important to improve the process of management as it is to improve the processes used to deliver products and services. This article describes in seven steps an effective process improvement method that reveals where opportunities exist to improve management practices that impact customer loyalty.
By Bob Cicerone and Chris Tatham
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When Pain Keeps Injured Workers From Going Back to Work
While managing pain is a critical medical intervention when it comes to musculoskeletal injuries, finding a way to deal with it successfully is often illusive. This is a particularly important issue since such conditions account for a high percentage of job-related injuries and a high proportion of workers’ compensation costs.
by Frank Pennachio
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Hot Topics, Cool Solutions 30: Standardizing Your Trucks
Throughout the years a contractor has bought many different types of trucks. But his techs seem to never have exactly what they need on the truck. Consultant Al Levi provides his recommendations for more efficient and effective trucking.
by Al Levi
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Professional Recruiters Reveal Trade Secrets
“We're always looking for good people.” Almost every owner I talk with says the same thing, but looking and knowing how to look is the difference between a steady stream of unqualified candidates and successful recruiting endeavors.
By Randall Murphy
For The NEWS
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Lessons From the Manager's Boot Camp
When attendees of Bruce Tulgan’s Manager's Boot Camp are asked, “What is the hardest thing, for you, about managing people?”, the same issues come up again and again. Here are the major issues and some solutions to these challenges.
By Bruce Tulgan
For The NEWS
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Hot Topics, Cool Solutions 28: Organizing Your Growth
A contractor has been blessed with rapid growth but he finds that his company is straining to keep things under control. What’s the first step in managing that growth? An organizational chart.
By Al Levi
For The NEWS
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Traffic: Look Out for Yourself… and Everyone Else
Accidents are often caused by the other driver. When it comes to vehicle safety, here are some tips on how contractors and techs can avoid being the cause of an accident as well as look out for everyone else on the road.
By John Zink
For The NEWS
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How to Define Perfect Service
Determining what constitutes perfect service can vary with the subjective expectations of customers who often state “I know it when I see it.” To get going in a practical, productive way, this article provides some steps that any business can take.
By Bruce Merrifield
For The NEWS
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Show Me the Money: ROI From Wireless Job Dispatch
In making a case for a wireless mobile solution in field service, this article discusses the business areas positively influenced by wireless job dispatch applications and the return on investment (ROI) achievable.
By Steve Davis
For The NEWS
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Growing Your Web Infrastructure Wisely
When a Website becomes an important business tool, companies must tackle the issues of uptime and performance. This article explains the various high-availability hosting solutions and what might be best for your company.
By Chris Kivlehan
For The NEWS
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Hot Topics, Cool Solutions 25: Selling the Flat-Rate Way
After switching to flat-rate selling, a contractor finds that his techs are struggling with having to present a price before they start the work. Consultant Al Levi discusses the steps to flat-rate success.
By Al Levi
For The NEWS
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Are You Stealing Employees?
An often-asked question regarding professional recruiting tactics is, “Are you stealing employees?” The answer is absolutely not. If someone is happy with their employer, they won't budge.
By Randall Murphy
For The NEWS
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Hot Topics, Cool Solutions 24: The Importance of Phone Scripts
All employees responsible for answering the phone should have a basic approach that gets all the information needed. The best way to do that is to create phone scripts and practice them. Here consultant Al Levi provides his advice.
By Al Levi
For The NEWS
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Wake Up Call For The New Business Owner
Unfortunately, the failure rate of new businesses is staggeringly high. Often the problem lies with the technician, now business owner. He may have the technical skills, but not the necessary business skills.
By John Zink
For The NEWS
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The Friendly-Factor
How to create a work environment that attracts and keeps the workforce. It should go without saying if you cannot attract and keep your workforce, then you must change what you are doing or face the consequences.
By Gregory P. Smith
For The NEWS
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Hot Topics, Cool Solutions 22: Making The Phone Ring
My customers write me great letters telling me how pleased they are with my service and installation work. Frankly, I know my competition is no match. But my phone doesn’t ring nearly enough and we battle to stay busy. What can I do?
By Al Levi
For The NEWS
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The Under-Management Epidemic
Ongoing management research indicates that too many of those in leadership positions — at all levels — are disengaged from their direct reports on a day-to-day basis. Too many leaders, managers, and supervisors are failing to lead, manage, and supervise.
By Bruce Tulgan
For The NEWS
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Competing In Mature Industries
Mature industries are characterized by an excess supply of competition too willing to discount and eroding margins, profits, and returns. The best way to compete is to provide niche or customized solutions rather than compete on price.
By Bruce Merrifield
For The NEWS
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Real Profits – Accountability
In sales, each cubicle is considered a separate profit center; likewise, each service truck should also be considered one. If you don't know how much each truck is generating, you have no control of your company and you're operating in the dark.
By Randall Murphy
For The NEWS
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