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.
There are so many issues coming at us today as contractors that it is often possible for us to become so caught up in the day-to-day activities that we lose sight of our real objective. Hopefully, for you, that real objective is to develop and maintain a profitable HVAC business that will show success over a long period of time.
For many years I have felt that providing quality, timely customer service is the most important thing we as a contractor can provide. I believe its importance has gotten even greater because it seems the overall quality of service is deteriorating.
Regardless of how your year has been, it’s time to put it behind you and start preparing for 2013. While I’m recommending it is time to start planning for next year, I also encourage you to spend some time reviewing this year’s results.
I heard a very discouraging report the other day. It said that in this particular community, less than one-half of the eligible voters had registered to vote. The day I heard the report was the last chance for potential voters to register for the upcoming election. And this is in a presidential election year.
There is so much happening in our business world today that it is often difficult for us as contractors to stay focused on the real purposes for which we are in business. What is that purpose and how can you stay informed?
Now that you are basking in what hopefully has been several profitable months, I’m here to give a reality check. We don’t want to give away in the last three or four months of the year all that we worked so hard to earn.
This is a dangerous subject about which to write. For one thing, I know very little about the subject. Secondly, most of you out there probably either know all about it and consider yourselves experts, or you are like the rest of us who know just enough to be afraid of it. What topic is it?