You hired the best people. You've got the technical know-how. Despite your efforts, you can't seem to break through that ceiling at 3 percent or 4 percent profit. In simplest terms, running an HVAC business comes down to providing a service. Running a successful business is a bit more complicated.
Have you ever been “in the zone”? It’s that state of mind where you’re firing on all cylinders. Ideas and answers are coming to you rapidly — and they’re good ones. Professional athletes have games like this, in which they break records and carry their teams to the top. It would be nice to be able to create this state of mind every day.
When it comes to the customer service area of our business, we tend to make a rough guess at performance. You need to stop guessing at your customer service team’s performance and know how they are doing.
If that title sounds like a challenge, it is. I want everyone who reads this to think about all of the things that went wrong last year and write them down. Now that we know what gave us trouble in the past, let’s put some thought into what we can do about it.
How many of us have been in a situation where we are so utterly frustrated with an employee’s performance or behavior that we end up attacking the employee instead of the issue at hand? In this type of scenario, nothing gets resolved, and the emotional intensity puts the employee on guard.
I love technology and automation; I am a fan of things that help streamline our work lives and processes. I admire the concept of a paperless office. I like all of these things until they lead to poor customer service.
Currently, Vet2Tech has approximately 1,500 companies from across the U.S. signed up for the program. Every vet who takes part in the program has his or her resume sent to 25-30 employers. It is a pretty powerful program.