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Articles by Butch Welsch
The general opinion is that there are several reasons for such a dip, and none of us should feel that we are doing something wrong.
It is necessary for us to step back and look at the big picture, at times, to make sure that our contracting firm is really headed in the right direction.
Frequent readers of this column are aware that I am extremely concerned about the image of our industry. Having been involved for as many years as I have, I have seen that image change and improve very significantly over the years.
We have noticed what may be an alarming trend that our number of service calls has been declining over the last four years. Internally, we have had numerous discussions regarding this situation, and I thought it might be worthwhile to share our thoughts.
The need to provide training is something which, as contractors, we need to continually remind ourselves about.
It’s very easy for an HVAC contractor to sit back and complain about how bad things are because the weather hasn’t turned hot yet. The fact is, extreme weather in either direction certainly increases our business.
Can you remember back not too many years ago when things were really going well and we got into the habit of raising prices every six months or so?
AchieveGlobal then analyzed the interview transcripts to determine what competencies create exceptional experiences for customers. By studying their findings, we can develop a list of recommendations for our customer service employees, which, hopefully, will make them top customer contact employees.