Last night I was reading my weekly issue of the Air Conditioning, Heating and Refrigeration News. In this issue, Jen Anesi had a very interesting editorial regarding the importance of “random acts of kindness.”
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.
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.