I have to nag and plead with my installers to do what they're being paid to do. They rarely finish their jobs on time, they use more materials than they're supposed to, and then they generate callbacks. Got any suggestions?
Lots of "experts" are ready and willing to tell you what you should be doing to promote your business and increase sales. But some of them are flat-out wrong. How can you sift the good from the bad? Here are some basic principles.
I sometimes get the techs to do more than the job they were called to do. I sometimes get the daily sales numbers posted. I sometimes hold the weekly sales meeting. I sometimes do sales training. And I sometimes make money.
Maybe you think your company is drowning in a river of old paperwork. The more you shred or toss, the better, right? Actually, no. Think twice before you chuck overboard those 20-year-old workers' compensation policies or defunct contracts.
I stress the importance of trying to make add-on sales that are in the customer's best interest. But my techs seem unmotivated and I end up frustrated and struggling to make ends meet. What do I need to do differently?
Today our customers/clients expect their service provider to deliver good customer service. In most cases good customer service translates into responsiveness. Here is a list of customer call procedures that should be followed.
Customer loyalty is in jeopardy every time a prospect or customer comes into contact with a company. Each contact is an opportunity to strengthen - or weaken - customer loyalty. Market research can help make sure you meet customer expectations.
The service you provide can either soothe - or increase - a customer's feelings of panic and irritation. That's why a better understanding of common complaints from customers about contractors can help you a lot.
The hours we work during the busiest times are extraordinary. I find myself struggling to stay awake at work or, worse yet, when I'm driving. But, I keep pushing myself because of the workload. Is there someway to make this better?
Photos from the 2013 ACCA Conference & IE3 Expo in Orlando, Fla.
Podcasts
Cade Clark, assistant vice president of government affairs for the Air-Conditioning, Heating & Refrigeration Institute (AHRI), gives a brief overview of the new version of the Shaheen-Portman bill, what AHRI thinks of the energy-efficiency legislation, and how it might affect the HVACR industry if it becomes law.
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