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Nexstar Network business coaches come from the industry and have seen and solved the challenges you face. Here they offer their advice and guidance.

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Get Connected

July 16, 2014

We commonly ask our employees to connect with the customer, from the phone call to the visit at their home. “Get to know them, and ask questions. Connect with them,” is the creed. But before we ask employees to connect with customers, we should ask “How well connected are we with each other?”

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Nexstar Coach’s Blog:

Get a Month Ahead

June 30, 2014

A plague in the customer service aspect of most service businesses is that they are in a constant state of reacting to things that are already happening. We naturally gravitate toward putting out the fire that just popped up in front of us, which wouldn’t be a bad thing if we weren’t repeating this behavior month after month.

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Nexstar Coach’s Blog:

The Role You Play

June 10, 2014

In professional business training there is a concept that is important to consider: You are responsible for all of your outcomes for everything you do in life. This concept applies to everyone in a training situation — you the trainer, you the coach, and of course you the participant. 

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The Perfect Script for Incoming Calls

May 28, 2014

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned scripts won’t work for their business. The best script is the one your call center team creates in their own voice.

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Nexstar Coach’s Blog:

Fine Tuning

May 20, 2014

When a good employee’s performance drops, almost every time we look into what happened, we find the feedback, follow-up, and support the employee received in the months following training was not consistent over time. 

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Nexstar Coach’s Blog:

Ask Your Team: You Need to Know What They Know

April 24, 2014

Ask yourself right now: Are you in touch with your customer service staff? If you’re not, be aware, in most cases these people know more about some aspects of your business than you do.

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Nexstar Coach’s Blog:

If I Could Just Hire One More Like Him…

April 10, 2014

How many times have you looked at one of your top performing employees and think, “If I could just hire one more person like him we’d be knocking it out of the park!” So let’s talk about how you can start to find more great employees.

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Nexstar Coach’s Blog:

Precious Plan Participants

March 28, 2014

Depending on where you live, the seasons are either changing or getting ready to change which means it’s time to start thinking about our Service Plan members. 

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Nexstar Coach’s Blog:

When Clean Cut Doesn’t Cut It

March 14, 2014

There has always been the belief our residential service technicians need to be as professional in appearance as possible. I stand by that, and I actually believe it to be true in all walks of life. But, recently, this definition of “professional appearance” has become a more gray area.

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Nexstar Coach’s Blog:

Pay Attention to Your Company’s Voice

February 18, 2014

If you have someone who answers the inbound calls for your company, you have a call center. That call center is the customer service voice of your company’s brand. So, the very first step to improve the call center in your business is to pay attention.

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2014 ACI Home Performance Conference

The 2014 ACI National Home Performance Conference & Trade Show was held in Detroit.


Jeff Hutchinson, Energy Solutions Manager for mechanical contractor Bruner Corp., talks about the ductless market and how it can be profitable for a commercial contractor.

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NEWS 07-21-14 cover

2014 July 21

Check out the weekly edition of The NEWS today!

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Some in the industry are calling for the EPA to halt production of R-22 as of 2015. What do you think?
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2014 National Plumbing & HVAC Estimator

Every plumbing and HVAC estimator can use the cost estimates in this practical manual!

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