Articles Tagged with ''customer service''

Customer Service That Bowls Over the Competition

August 20, 2012
This week I am writing about bowling. Not so much the 7-10 split or how many beers translate into the best score — although I would guess more than 3 and less than 6 — but I am writing about the customer service I received from a local bowling alley that turned me from a disgruntled customer to a loyal one.


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Learning From Sting Operation

August 13, 2012
The NBC “Today” show recently showed a “sting” operation on air conditioning contractors. Since the program was aired, HVAC chat rooms have been filled with conversations. What’s the buzz about?


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Stung By the Sting

August 10, 2012
My editorial in the July 23 print issue of The NEWS concerning the NBC “Today” Show sting showing dishonest HVAC technicians seems to have hit a nerve, a raw nerve. Is there a solution?


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Marketing Magic: Are You Building Fans for Life?

May 28, 2012
“Why didn’t you page the nearby area to let people know you were leaving early?” The Delta attendant said, “We only page in the immediate area.” “So,” I asked, through mildly clenched teeth, “You only page to locate people who are already here?” Anybody see the problem?


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Nurture the Seeds of Lasting Relationships

April 5, 2012

The cherry blossoms in Washington, D.C., can teach us about customer relationships.


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Coscia Communications Inc.: Customer Relations Training DVD

February 20, 2012
A DVD titled “Contractor Soft Skills” illustrates how contractors can have their technicians improve their own soft skills. The DVD is the third one about customer service by customer service expert Steve Coscia.


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Ice Breaker: It's the Little Things That Count

January 9, 2012
There is a major customer service component to every refrigeration technician’s job. So how can a technician best represent his company?


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HVAC Salesmen Take Apps on the Road

Smartphone and Tablet Technology Helps Increase Productivity and Sales Opportunities
August 8, 2011
At the intersection of technology and the heating and air conditioning industry lies a number of smartphone and tablet apps for the HVAC professional.


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How to Handle Online Reviews

July 25, 2011
Not long ago, according to Jack Beers of Metcalfe Heating & AC (Manassas, Va.), contractors all followed the old adage: “If you do a great job, your customer will tell nine people. Do a poor job, and they’ll tell 22 people.” But today, as more and more customers post online reviews, Beers explained, “The difference now is that if you do a poor job, they’ll tell 22 million people.”
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Riding the Future of Service Marketing

March 21, 2011
While service marketers are paddling diligently to stay ahead of the changes in online marketing, a new wave is about to come crashing in. Those who see it coming and act on it quickly will ride it to the top and leave the competition in their wake.
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