Articles by Mike Murphy

Customer Service: The Bad Mistake

September 4, 2006
Honest mistakes are always forgivable. But there is a big difference between an honest mistake and a bad mistake. The bad mistake is the honest mistake that a company tries to hide from.
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The Language of HVAC is Tough

August 28, 2006
English has got to be one of the most difficult languages to master, I mean really - A–E–I–O-U and sometimes Y? And, if that weren't enough, let's say a kid wants to get a job in some promising industry. Think of all the abbreviations and acronyms that await.
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IAQ - An Unfulfilled Dream

July 31, 2006
Residential HVAC contractors traditionally solve space heating and cooling problems. However, a study conducted a few years ago suggested that temperature issues may only occur in 17 percent of homes. If so, there may be a lot of opportunity being missed.
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An Icon Retires

July 17, 2006
On July 21 there will be the passing of a Lennox baton - John Norris Jr. will trade his role as chairman of Lennox International for more travel time with his wife, more fishing, some bird-watching, and more time with his favorite philanthropy, the Nature Conservancy.
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Happy 4th of July: Groundhog Day for HVAC is Coming!

July 3, 2006
Here's a suggestion for a special holiday. Let's call it Groundhog Day for HVAC. If the warehouse manager steps outside and sees his shadow on July 10, you only get four more weeks of inventory availability. Of course, we hope he sees the sun.
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Meet the Press

June 26, 2006
As often as we ask our contractor and distributor readers to tell us about interesting aspects of their businesses, perhaps knowing a little more about us would be helpful.
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Point: We Need Illegal Immigrants

June 19, 2006
This melting pot of a nation grew on the backs of people that came here seeking a new life. Many came here illegally and soon thereafter became legal citizens.
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Peer Group Development Advice

June 12, 2006
At the Mechanical Contractors Association of America (MCAA) annual conference, Chris Fitzgerald and Ken Durr presented a frank session on the pros and cons of belonging to a peer group.
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An Industry's Great Divide

June 5, 2006
The HVACR industry, in the largest sense, has necessary divisions that sometimes cause well-meaning efforts to bear too little fruit.
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Training - (The Subliminal Message)

May 15, 2006
Sure, training and education can be wonderful cures for a variety of ills, but only if people attend the classes.
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