Many business owners forget that they have two kinds of customers, internal and external. Internal customers are your employees. External customers are those who write checks for your products and services. This article discusses the similarities and differences between internal and external customer relations.
When designing a performance appraisal process, managers must be certain that the program objectively appraises employees based on job-related function, adequately documents and supports appraisals, and allows for a unified and consistent appraisal process for all company employees.
If you want to stretch your ad dollars as far as possible, publicity is a way for contractors to catch a “free ride.” Free publicity can’t replace advertising as a way to generate leads. But it can increase your company’s name recognition and remind customers of your existence.
Part One discussed communication in general and introduced Neuro Linguistic Programming, defined as a science that explains how a person’s brain uses certain language to process information. Part Two discusses how you find out where you fit into the Neuro Linguistic Programming profile.
Have you ever heard somebody say this about a technician? “He really knows his stuff when it comes to the technical side of things, but his people skills really suck.”
Ask yourself how many sales reps you think the typical residential HVAC contractor has on staff. If you guessed one or two, you’re not even close. The average contractor has closer to 5,000 reps and doesn’t realize it.
The only thing worse than wading through a business downturn is to do so without a strategy. “Business as usual” doesn’t cut it when markets, consumers, or other conditions beyond your control turn against you.
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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